Complaining: your customers are doing it in public forums and they want you to respond. It can seem malicious, and at times it might be. But ignoring them is not the best course of action.
Our latest infographic illustrates how your customers feel about your responsiveness (or lack thereof) to their complaints on social media. 86% of the people who complained about a brand via social media that did not get a response would have appreciated one, and 50% of people said they would be deterred from being a customer if their questions and complaints were ignored on social media.