Brands play a huge part in our everyday conversations, we are always querying each other about the products and services we buy or should consider buying.
So it should come as little surprise that 20% of tweets are brand-related. That's what the academics at PennState discovered and reveal in this report.
Twenty per cent of the tweets contain requests for product information or responses to the requests, according to Jim Jansen, associate professor of information science and technology in the College of Information Sciences and Technology (IST) at Penn State.
"Tweets are about as close as one can get to the customer point of purchase for products and services," adds Jansen.So true. And my best bet is that both the volume and percentage of this will only rise and rise.
Send an email to a company and it's usually a long wait before you get a response. Shout out load on twitter and wise brands get back to you real fast.
It's because it's an open network. The fact that no email comes back for hours is between you and the company. When you follow up the email, when your expressions of angst deepen and colour, it all remains between you and the company.
But when no one answers your cries on twitter, all your followers (and anyone else who conducts a relevant search) gets to see your increasing anger and frustration - the negative customer experience transmits so much faster.
The wisest people always were the best listeners...