Data Points: Social Faux Pas

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

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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 with negative online buzz. Especially since this trend is only likely to continue, given that 18- to 34-year-olds are more than three times as likely to use social media to complain about a brand or product than those in the 47-to-64 age group.

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