Lately I ‘ve read about companies monitoring social media to provide immediate response to complaints and feedback. I’ve yet to experience this.
Recently I used Facebook and Twitter to write about problems with Air Canada and Ruby Tuesday. I got help from friends in my network with the Air Canada problem but never heard from the carrier. More recently my remarks about terrible service at the Orlando Airport Ruby Tuesday must have flown under radar. I heard nothing (and I am a fan of the chain, but not that particular location).
There is often a big gap between what we read and what is commonly happening. While some leading edge companies might be using social media, you can’t yet count on it to get the assistance or attention you desire.
And if you aren’t monitoring what’s being said and written about you or your company on the internet, you can still be a relatively early adopter by doing so.