Companies Must Respond Quickly to Customers on Twitter, Study Confirms

twitter logoLithium Technologies today unveiled research that shows consumers will reward brands that harness Twitter’s power to meet their rising expectations, while punishing those that fail to respond in a timely way.

Customers have high expectations for a quick response: 53 percent who expect a brand to respond to their Tweet demand that response comes in less than an hour, according to the Lithium-commissioned study by Millward Brown Digital. That figure skyrockets to 72 percent when they have complaints.

When companies don’t meet these lofty response expectations, 38 percent feel more negative about the brand and a full 60 percent will take unpleasant actions to express their dissatisfaction.

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