Public Relations & Social Marketing Insight

A recent study shows that fewer than one-third of big brands that have Twitter accounts answer customer tweets. They interact more on Instagram or Pinterest....

 

"Leaving a tweet unanswered is more damaging than not having a Twitter profile at all, but many businesses learn this lesson too late," he says.

Even more confounding is that Twitter seems to be alone among social networks in that regard. Though fewer retailers are active on Pinterest and Instagram, most of the ones that have active accounts on those networks regularly interact with customers.

  

So what's the reason so many tweets directed at retailers engender no reply? Social media experts have a few theories....