I’ve got a new post on Mashable today on 5 Tips for Dealing with Complaints on Twitter. Dealing with complaints on Twitter has now become commonplace and it can be hard to find advice on best practices. Not to say my post is perfect, but I hope it gets a discussion going from both the company and consumer side on what those best practices are.
I always find on the customer side, I respond positively to outreach, if done at all reasonably. As all companies tune into this, it will be interesting to see if it’s possible to overdo it. Hat tip for starting me thinking about this issue to @brightmatrix with his tweet regarding engagement. I think right now at least, engaging produces the best results, but I’m definitely on the lookout for the tipping point where it may become too much.