Do Social Media Postings Always Require a Brand Response?

A response from a consumer brand advocate is not always enough

Not all social media users are convinced that connecting with companies on social sites will be more than a passing fad, according to research from Conversocial, but those that do seem to expect that the connection will be two-way.

The social media customer service software provider asked about user attitudes toward companies that left their questions on Facebook and Twitter unanswered; most said they would be at least a little bit angry, including over a quarter who would no longer do business with the company. At the same time, nearly 28% said they understood that companies don’t have time to respond to each consumer.

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