Does it pay to complain on Twitter? The pros and cons of using social media

Retail complaints are increasingly cropping up online, particularly on Twitter, with social media holding companies to account.

Consumer journalist Wendy Knowler says online complaints often yield quicker responses from customer service teams, but can also have drawbacks.

You're teaching your customers to complain publicly, which makes no sense ... a lot companies have a lot of work to do in this area.

Wendy Knowler, consumer journalist

Most [companies] will immediately want to do the DM thing, get you offline and off the public platform.

Wendy Knowler, consumer journalist

Listen to her explain the advantages and disadvantages of complaining via social media:


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