Why You Shouldn’t Engage with Customer Complaints on Twitter

Over the last several years, it’s become increasingly common for consumers to share their negative experiences with brands on social media. According to the 2020 National Consumer Rage Study, the number of customers who prefer to vent their grievances via digital platforms rather than by phone or in-person has tripled in the last three years, and 48% of American consumers rely on social media to gauge other people’s experiences with a company’s products and services.