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FEATURE17 October 2019

Listen to your customer wherever they are

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Features Impact

Social media means people’s views on brands – from customer service to product design – can be shared in seconds. But marketers must be careful not to assume this is the only valid platform for understanding people’s sentiment. By Jane Bainbridge

There’s nothing like a Twitter storm. The indignation of the individual, ideally involving a few carefully crafted sentences, eagerly jumped on by others – perhaps with the benefit of a hashtag – and, before you know it, you have ...