Topic: Customer Service

If Twitter Goes Beyond 140 Characters, Brands Will Follow With More Customer Service

But players debate if it's good for marketing

If you enjoy the back-and-forth Twitter exchanges between brands like Target or Delta and their querying customers, you'll like what could be coming soon.  Re/code reported today that Twitter is planning to increase the…

Big Brands Got 105% More Twitter Engagement During Q4

Consumers are 'becoming more comfortable' with them on social

Big brands are evidently getting much better at Twitter. The social analytics player Simply Measured today said total engagement for marketers jumped 105 percent year over year in the fourth quarter.…

Lithium Calls Klout Acquisition a 'Relaunch'

All-stock deal valued at $200 million

Lithium Technologies paid $200 million for Klout, the social media scorekeeper, in a deal made official today. Lithium CEO Rob Tarkoff said the addition of Klout signifies a relaunch for…

Data Points: Social Faux Pas

As consumers go online to vent, fewer than half of companies are ready to react

With the ability of social media to amplify a single negative customer experience, you'd expect every company that cares about its brand to have a plan in place to deal…