Dodge Retort: Twitter, the consumer complaint center


By John Dodge

The best way to test if companies are using social media is to complain about them. I had occasion to do so twice this week on Twitter. One was a surprise. One I expected to. And one I expected to didn’t.

First, the surprise – Whirlpool Corp. A new fridge we bought had a misaligned drawer. I didn’t so much slam Whirlpool on Twitter as I did Lowe’s where we bought it. But I nano-dinged Whirlpool. Here’s the complaint and response.

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Excerpt appears with permission from John Dodge.

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