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Gartner predicts that refusing to communicate by social media will be as harmful to companies as ignoring phone calls or emails is today

by on August 1, 2012

Analysts to Explore the Risks and Benefits of Social Engagement, and How to Turn Information Into Insight, at the Gartner Portals, Content & Collaboration Summit 2012,
19-20 September in London

As familiarity with social media grows, customers' expectations about how organisations will use these channels are evolving, according to Gartner, Inc. By 2014, organisations that refuse to communicate with customers by social media will face the same level of wrath from customers as those that ignore today's basic expectation that they will respond to emails and phone calls. For organisations that use social media to promote their products, responding to inquiries via social media channels will be the new minimum level of response expected.

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