No One Likes to Be Ignored
How angry would you be if you asked a company rep a question, in person, and they took ages to even acknowledge your presence? You’d be livid! It’s the same scenario when dealing with social media users. Quick responses, no matter how angry or disgruntled he or she may be, will have you right back in their good graces! Take a lifetime and an eternity, however, and you may lose a consumer — and a follower.
Take Gap, for example. A hooligan defaced one of their ads featuring a Sikh model and a Twitter user was outraged. Faster than the speed of lightning, Gap responded and took care of the issue. The consumer is happy; Gap gets recognition. Win, win!