It’s all well and good signing your brand up for Twitter or emblazoning your logo on a Facebook Page, but if you’re not actively engaging with your customers, listening to their complaints and delivering first class support, not only are you wasting your time, but you might actually be hurting the reputation of your business.

Yep. The key word in social media is and always has been social. Can you afford not to communicate with your customers?

With two billion people now online, being active – and proactive – on platforms like Twitter and Facebook has never been more important. However, it’s not enough to simply show up – you have to put in the miles. And with a recent study showing that some 71 percent of complaints on Twitter are ignored by brands, it’s very clear that we still have a lot to learn.

(Source: J6 Design. Brand image via Shutterstock.)