http://www.clickz.com/clickz/news/2304563/social-users-expect-one-hour-response-time-from-brands-on-twitter-study

[The next time you think about putting off a response to that tweet your brand just received on Twitter – or not responding at all – think again. According to research put out by Lithium Technologies, more than 70 percent of users expect to hear back from the brand they’re interacting with on Twitter, and 53 percent want a response within the hour]

Nowadays, it is undoubtedly true that companies always use Twitter to communicate with its target audience or the general public about the latest updates of the company. After the release of this research study, I believe companies should be more cautious when using Twitter, in particular when how and when should the response be made…

Among various research findings reported in the news, I am mostly surprised by the survey result that claimed 14% of the respondents will still feel positive about the company even if it does not respond in a timely manner. This is really shocking that why people will still feel good if no reply is received from the company.

However, on the other hand, I am glad to know if the company can manage to response to customer complains in a timely and appropriate manner, consumers will then be more committed to the brand and may even generate positive word-of-month. I think this finding is really important to companies nowadays because consumers can have great power to affect the reputation of the company. So, consumers’ concerns and complaints must be addressed as soon as a company can. By then, these initiatives allow companies to gain loyalty from consumers to a large extent.