Martin Beck says, “Ignoring your customers is a cardinal sin of business. Yet that’s exactly what a large majority of retailers are doing on social media, according to a new Sprout Social study.

The stats from the Spout Social’s Q4 2015 Index are damning. Retailers failed to respond to more than 80 percent of consumer questions and requests on social media in the last year. And the cold shoulder from merchants was coldest when you’d think they could least afford it, during the holiday shopping season. During the fourth quarter of 2014, only 16.35 percent of customer queries to retailers were answered“.

Study: Retailers Are Ignoring More Than 80% Of Customers’ Social Media Requests

Marketing Land

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