More and more people make use of social media to complain about poor customer service.
Jonathan Cherry, Director at CherryFlava Media says about 80% of customer service requests in the world happen on Twitter.
He says Twitter is evolving to become more than a marketing and advertising platform. They understand that they are also a great platform for customers and companies to have valid conversations about customer service, he says.
Cherry says brands should not have these social media accounts if they are not going to use them to respond to customer needs.
Twitter is struggling to find a revenue stream and it seems they are looking at using this platform as a complaint line of sorts.— Jonathan Cherry of Cherryflava
Over the past couple of years it is quite evident that using social media to complain is much better that actually calling a complaints line, probably because it creates some kind of accountability in public.— Jonathan Cherry of Cherryflava
If you really want to know what people think of your business, follow your Twitter feed and see what the comments are...— Jonathan Cherry of Cherryflava
For his pick-of-the-week, Jonathan chose an ad by Audi in Germany. Cherry says it is the oddest and weirdest ad he has ever seen.
They are trying to break through the clutter with a totally ridiculous story ...— Jonathan Cherry of Cherryflava
Check out the ad below:
Listen to the full conversation below: