Empathizing with the customer experience is important in showing understanding and acceptance of the customer’s concerns. Walmart used words such as shock and disappointment in response to poor customer experiences, where Target responded to criticisms with worry, admitting concern for the issues raised. • Shocked • Disappointed Comparing demographic sets Developing eective customer service practices on Twitter Communicating eiciently with your consumers is crucial in creating a loyal customer base, and a brand’s response to a poor experience can be the dierence between a return customer and a boycott. What did we do? Twitter has become one of the go-to platforms to address customer service issues, and an increasing number of brands have created separate accounts for the speciic

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