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> We found that the more a firm responded to complaints, the more likely it was to fall in both value and in perceived brand quality I'd bet large sums of mone
by alphabetting 5y ago
> We found that the more a firm responded to complaints, the more likely it was to fall in both value and in perceived brand quality
I'd bet large sums of money the habits of customer support twitter accounts have zero effect on market cap (lol) or perceived brand quality among the general public (not enough people use twitter and pay attention to brand account behaviors to effect this metric)
- throwawayboise 5y agoMakes sense to me. Tweeting is about the lowest-effort type of engagement you can get. It represents maybe 10 seconds of someone's time, and should be valued accordingly. It is unverifiable, and appeals to whiners, attention-seekers, scammers, astro-turfers and other people you'd rather not have around. Why give it any credibility by responding?