According Ryan Holmes of Payfirma, Nielsen says that “more than half of all U.S. consumers now turn to social media to air questions and complaints about products and services.” Twitter is one of those outlets.
Mr. Holmes makes the point that all employees of a company need to be on the lookout for social media news about their company — not just the PR folks. The reason is that negative comments can go viral very quickly and destroy a company’s reputation.
An example was given of a mixup at British Airways that saw luggage lost for a family member of businessman Hasan Sayed. My Sayed, used the Twitter paid tweet service to broadcast his displeasure. Apparently it took ten hours for British Airways to respond — way too late to avert the damage done by the tweets. Read more here: Twitter Rant
As a business owner are you enabling a culture at your workplace that takes ownership of what is published about your company on social media? If not, isn’t it time you looked at this?