Most customers who tweet complaints don't get answers

By now one might think every brand would be combing Twitter for complaints to win back disgruntled customers one tweet at a time. But a new study shows that 71 percent of customers who tweeted a gripe said they never heard back from the company, a figure that surprises experts who coach social media engagement. Maritz Research surveyed nearly 1,300 U.S. consumers, and its results are all the more unexpected when one considers how much brands have to gain read more...