Listen to your customers before they start talking

by Piers Alington on June 3, 2011 at 9:40 am

Research from the Internet Advertising Bureau reveals that just 7.7% of consumers have complained about organisations through social media. So it’s perhaps surprising that companies are so proud to boast of ‘listening’ to their customers on social networks. Perhaps they forget that in the vast majority of cases, this small subset of consumers has probably [...]