Study: Many companies fail to respond to social media queries

More than half of companies routinely fail to respond to social media inquiries, even though an increasing number of customers use Facebook or Twitter to reach out to brands, according to a LiveOps study. "You're destroying your brand by not responding," says consultant Natalie Petouhoff. "Companies are going to wonder where they went wrong and went down the drain."

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San Jose Mercury News (Calif.) (free registration)

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