A little more than a month ago, I was perusing my twitter feed when I saw a tweet that struck a cord with me. It sums up my thoughts on Social Media for businesses:
Do not get me wrong, if your twitter account is for you in your personal life then feel free to avoid response. However, if you have put your business out on twitter then you have an obligation to respond. I am not saying you need to be available 24/7. Rather, that a direct question / inquiry deserves a direct response / acknowledgement.
If you use twitter to promote your business, why not go the extra step and use twitter to enhance your customer service. You clientele will appreciate the interaction. Try it.
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