4) The Defensive Tweet Social media offers some great - TopicsExpress

4) The Defensive Tweet Social media offers some great opportunities to communicate with your prospects and your existing customers. And while most marketers know better than to ignore pointed comments, some err too far in the other direction -- addressing every negative tweet with a public mea culpa. You don’t have to be Burger King or Bank of America to see how this can go badly. Whether you receive two or two thousand complaints per week, you should keep the apologies in proportion with your positive, informative output. Consider using direct messages (DMs) if you find yourself answering lots of similar concerns. And don’t forget to tweet any universal fix that addresses a series of grievances (e.g. Yay! Our website is up and running again. Thanks for your patience!)