Is everyone out there monitoring and responding to what their customers are saying in social media? Social Media platforms mainly Twitter and Facebook have gained popularity as channels for customer feedback all over the world and Kenyans have not been left behind. For a number of days there has been an interesting discussion on twitter with the taglines #GoodCSKE and #BadCSKE. On Face Book, a quick scan on several Companies’ official pages signals an increase in customers’ engagement. Many have tweeted, blogged or updated their status highlighting bad experiences expecting to receive feedback. I come across information indicating that on average 58% of the tweets on poor service are not responded to. In Kenya this figure could actually be over 90% since the majority of the companies are even not aware about such tweets. Those that have Social Media presence do not always have a seamless follow up system. It is no longer true to say…

Dr. Lucy KiruthuOctober 27, 2014