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Apple's biggest challenge: Topping iPhone 6
Petco gets private equity interest amid IPO
Planet Fitness rises after earnings beat
Five Below shares tank in late trading
Oil stages turnaround to top $46 a barrel
The 11 richest people on the planet under 35
How estate planning can be stress-free
Get last-minute, cheap Broadway tickets
Babe Ruth’s New York apartment is for sale

Almond milk and other notable Fed nuggets

Where every Fed member stands on raising rates  
Fed Beige Book finds increasing wage pressures
Where every Fed member stands on rates
Rate-hike question is what Yellen didn’t want
Boston Fed president: Sept. doubt remains

Bill Gross calls a Fed rate hike ‘too little, too late’
FDIC chief: Rates may catch banks off-guard
Junk-bond stress level climbs to 5-year high

History’s lessons in surviving market crashes

They tangled with student debt all summer
College help for low-income families

Why gold now looks more risky than stocks
Why gold now looks more risky than stocks: Reeves
Still too many gold market bulls: Mark Hulbert

GoPro’s stock rocked by supplier’s outlook

Intel hopes its chip retool can revive PC sales

Private sector adds 190,000 jobs in August: ADP

U.S. productivity rises at fastest pace since end of 2013
Productivity rises at fastest pace since end of 2013

Donald Trump, Hillary Clinton playing game of liar’s poker with the voters
Trump, Clinton play game of liar’s poker: Delamaide
Bush mounts ‘germophobe’ attack on Trump

Salesforce’s new target: rationalizing medical info

Medicare premiums will be going up for many

Workers don’t do better in unions
Opinion: Workers don’t do better in unions
Raising wages to $15 would raise prices by 4%
L.A.: $15 wage will lift 600,000 out of poverty

Growing doubts among Viacom investors lead to 50% stock drop
Growing doubts among Viacom investors

China stock market to close for World War II anniversary
China tightens controls to fight capital outflows

Guide to managing money from your 20s to your 70s
Guide to managing money from your 20s to your 70s
Take your company pension, or buy an annuity?
Don’t overcomplicate 401(k) transfer to an IRA
Is this all the investing advice you’ll ever need?

Uber drivers lawsuit  endangers much more than Uber
Uber will likely appeal class-action decision
Uber driver suit can proceed as class action

These are the cars that get the most Instagram attention
Best time to buy a new car may be just ahead

10 cities in U.S. with the very worst traffic problems
Lowest Labor Day gas prices in 11 years: AAA
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/quotes/zigman/16008150/realtime/sampled 120.43 +0.10 0.08%
Pound
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/quotes/zigman/16008115/realtime/sampled 0.70 0.00 0.43%
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WSJ $ Idx
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U.S. 10yr
/quotes/zigman/15866666/realtime 2.17 -0.01 0.49%
German 10y
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Italy 10yr
/quotes/zigman/15866497/realtime 2.00 0.00 0.02%
Spain 10yr
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U.K. 10yr
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5 yr CD
1.5%
2 yr CD
0.8%
1 yr CD
0.6%
MMA $10K+
0.3%
MMA $50K+
0.4%

National averages from Bankrate.com

You Don’t Need Another Credit Card, You Need A Better One.
Avg. APR Last Week 6 Months
Low Interest 11.62% 11.62% 11.53%
Business 12.85% 12.85% 12.85%
Student 13.14% 13.14% 13.14%
Balance Transfer 14.12% 14.12% 14.00%
Airline 15.10% 15.10% 15.15%
Reward 15.14% 15.14% 14.99%
Cash Back 15.27% 15.27% 15.26%
Instant Approval 18.00% 18.00% 17.93%
Bad Credit 22.73% 22.73% 22.48%
Source:CreditCards.com

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Pay Dirt
A daily look at what we buy, how we spend, and the companies that do right - and wrong - by their customers.

Complaining on Twitter May Cost You

iStockphoto

Venting to a company’s Facebook or Twitter account may be costly. Customers satisfied with customer service via social media tend to spend more than those who complain by other means, a new study finds.

Complaints addressed on social media result in 21% more sales with that company than those by traditional methods, reports American Express. In comparison, consumers satisfied with phone or email customer service spend just 11% more. Experts say it’s normal for consumers to feel loyal after getting good customer service. “It’s not about being perfect, it’s about the response,” says Deborah Mitchell, a clinical associate professor of marketing at Ohio State University. “People like to feel like the company was proactive in responding, and bent over backward to fix it.”

That good feeling is easier to achieve on social media, says Jeff Green, an independent retail analyst. Even if it takes the company longer to respond than you might wait on hold, there’s the perception that you’ve wasted less time, he says. Social media response teams often have more power than call-center reps to solve a problem, and replies often seem more personal. “It has all the elements of self-service, including speed and transparency,” says Robert Wollan, the global managing partner of consulting firm Accenture’s customer relationship management practice.

That Twitter and Facebook complaints lead customers to open their wallet may also just be a sign that customer service is more effective on social media, experts say. “People are spending more because they’re happy,” says Mitchell. “It’s not as pernicious as more subtle marketing tactics that play on our psyche.”

Comments

We welcome thoughtful comments from readers. Please comply with our guidelines. Our blogs do not require the use of your real name.

Comments (5 of 8)

View all Comments »
    • For Stu and Unrepentant Cowboy — I will never stop making music now. Music is sonemhitg I have already put aside for 30 years or so and I can deny it no longer. I will write no more books and give no more lectures. Everything I want to say from here on out I will say through music or not at all. My work is done, that day is done. Through music I can offer a bit of comfort, love and acknowledgment that the forgotten and ignored need to hear. Through music and the New White Trash I can give strength from the unseen that manifests in the seen. I have earned the right to spend the last chapter of my life with the one thing that kept me going. The rest of you now must pick up the mantle.To Cowboy: Sorry but if I mix one penny of the Legal Defense Fund for personal use I could go to jail. That’s neither legal nor ethical.I’ll be fine.Thank you all. Now get out there and start teaching others. Point them to CoLlapse. They will listen. That was my job. It is accomplished. And I see no need to sacrifice more. I have a life I want again thanks to Doug Lewis and Andy Kravitz. (I sure wish the Phillies had won. I’m tired of watching the best teams that money can buy instead of hearts that can’t be bought.)MCR

    • This is the worst written article I have read in years. What has the headline to do with the story. Who spends more because they have a complaint–makes no sense at all.

    • I immediately file a complaint with the BBB. Online companies do not like having a negative complaint on their BBB record. A company does not have to be a member of BBB to complain. BBB keeps complaints on file for any company, irregardless of membership.

    • This article features what is perhaps the worst-written lede in the history of journalism.

      “Venting to a company’s Facebook or Twitter account may be costly.”

      Venting is done by the customer, not the company. Therefore, the lede claims that customers who complain are costing themselves…which is not what the study at all says.

    • This article clarifies the difference between a customer complaint being resolved. Resolved over the phone, after waiting for 45 talking to a Rep, or resolved over social media where the customer doesn’t need to be present. The customer being sought out in a channel they are already present in, with minimal time sacrifice to them, results in greater satisfaction for the customer. This would increase customer advocacy/loyalty. Of course, this is dependent on the resolution of the complaint. The right approach and tools would enable the company to resolve the issues rather than just respond to them.

About Pay Dirt

  • Pay Dirt examines the millions of consumer decisions Americans make every day: What to buy, how much to pay, whether to rave or complain. Lead written by Quentin Fottrell, the blog examines these interactions, providing readers with news, insight and tips on shopping, spending, customer service, and companies that do right – and wrong – by their customers. Send items, questions and comments to quentin.fottrell@dowjones.com or tweet @SMPayDirt.

MarketWatch - Stock Market Quotes, Business News, Financial News
Bulletin
Investor Alert

Tokyo Markets Close in:

need to know
Apple's biggest challenge: Topping iPhone 6
Petco gets private equity interest amid IPO
Planet Fitness rises after earnings beat
Five Below shares tank in late trading
Oil stages turnaround to top $46 a barrel
The 11 richest people on the planet under 35
How estate planning can be stress-free
Get last-minute, cheap Broadway tickets
Babe Ruth’s New York apartment is for sale

Almond milk and other notable Fed nuggets

Where every Fed member stands on raising rates  
Fed Beige Book finds increasing wage pressures
Where every Fed member stands on rates
Rate-hike question is what Yellen didn’t want
Boston Fed president: Sept. doubt remains

Bill Gross calls a Fed rate hike ‘too little, too late’
FDIC chief: Rates may catch banks off-guard
Junk-bond stress level climbs to 5-year high

History’s lessons in surviving market crashes

They tangled with student debt all summer
College help for low-income families

Why gold now looks more risky than stocks
Why gold now looks more risky than stocks: Reeves
Still too many gold market bulls: Mark Hulbert

GoPro’s stock rocked by supplier’s outlook

Intel hopes its chip retool can revive PC sales

Private sector adds 190,000 jobs in August: ADP

U.S. productivity rises at fastest pace since end of 2013
Productivity rises at fastest pace since end of 2013

Donald Trump, Hillary Clinton playing game of liar’s poker with the voters
Trump, Clinton play game of liar’s poker: Delamaide
Bush mounts ‘germophobe’ attack on Trump

Salesforce’s new target: rationalizing medical info

Medicare premiums will be going up for many

Workers don’t do better in unions
Opinion: Workers don’t do better in unions
Raising wages to $15 would raise prices by 4%
L.A.: $15 wage will lift 600,000 out of poverty

Growing doubts among Viacom investors lead to 50% stock drop
Growing doubts among Viacom investors

China stock market to close for World War II anniversary
China tightens controls to fight capital outflows

Guide to managing money from your 20s to your 70s
Guide to managing money from your 20s to your 70s
Take your company pension, or buy an annuity?
Don’t overcomplicate 401(k) transfer to an IRA
Is this all the investing advice you’ll ever need?

Uber drivers lawsuit  endangers much more than Uber
Uber will likely appeal class-action decision
Uber driver suit can proceed as class action

These are the cars that get the most Instagram attention
Best time to buy a new car may be just ahead

10 cities in U.S. with the very worst traffic problems
Lowest Labor Day gas prices in 11 years: AAA
/conga/frontpage.html 354005

Markets »

133.48MDow Volume:
Avg Vol: 113.01M
Unchanged
201
Decliners
1922
Advancers
4480
Price Chg %Chg 1 Day
Range: 1 Day
  • 1 Day
  • 5 Days
  • 1 Month
  • 3 Months
  • 6 Months
  • 1 Year
  • 2 Years
Dow
/quotes/zigman/627449/realtime 16,351 +293 1.82%
Nasdaq
/quotes/zigman/12633936/realtime 4,750 +114 2.46%
S&P 500
/quotes/zigman/3870025/realtime 1,949 +35 1.83%
GlobalDow
/quotes/zigman/629063/realtime 2,316 +3 0.11%
Gold
/quotes/zigman/662444/delayed 1,133 -1 0.05%
Oil
/quotes/zigman/2331095/delayed 46.25 0.00 0.00%
FTSE 100
/quotes/zigman/3173262/delayed 6,083 +25 0.41%
DAX
/quotes/zigman/2380246/delayed 10,048 +32 0.32%
CAC 40
/quotes/zigman/3173214/delayed 4,555 +14 0.30%
FTSE MIB
/quotes/zigman/1482176/delayed 21,612 +161 0.75%
IBEX 35
/quotes/zigman/2759620/delayed 9,938 -55 0.55%
Stoxx 600
/quotes/zigman/2380150/delayed 354 +1 0.27%
Asia Dow
/quotes/zigman/6959860/realtime 2,711 +7 0.27%
Nikkei 225
/quotes/zigman/5986735/delayed 18,373 +278 1.54%
Hang Seng
/quotes/zigman/2622475/delayed 20,935 -250 1.18%
Shanghai
/quotes/zigman/1859015/delayed 3,160 -6 0.20%
Sensex
/quotes/zigman/1652085/delayed 25,454 -243 0.95%
Singapore
/quotes/zigman/1709939/delayed 2,879 +1 0.02%
Euro
/quotes/zigman/16008136/realtime/sampled 1.12 0.00 0.06%
Yen
/quotes/zigman/16008150/realtime/sampled 120.44 +0.11 0.09%
Pound
/quotes/zigman/16008140/realtime/sampled 1.53 +0.00 0.07%
Australia$
/quotes/zigman/16008115/realtime/sampled 0.70 0.00 0.48%
DXY Index
/quotes/zigman/1652083/delayed 95.95 -0.03 0.03%
WSJ $ Idx
/quotes/zigman/41508961/realtime 88.62 +0.06 0.07%
U.S. 10yr
/quotes/zigman/15866666/realtime 2.17 -0.01 0.49%
German 10y
/quotes/zigman/15866409/realtime 0.78 -0.02 1.96%
Italy 10yr
/quotes/zigman/15866497/realtime 2.00 0.00 0.02%
Spain 10yr
/quotes/zigman/15866444/realtime 2.15 +0.01 0.45%
U.K. 10yr
/quotes/zigman/15866328/realtime 1.82 -0.01 0.55%
Japan 10yr
/quotes/zigman/15866525/realtime 0.41 +0.01 3.01%
Crude Oil
/quotes/zigman/2331095/delayed 46 0 0.00%
Gold
/quotes/zigman/662444/delayed 1,133 -1 0.05%
Corn
/quotes/zigman/7599553/delayed 366 -2 0.41%
DJIA F
/quotes/zigman/38649152/delayed 16,335 +5 0.03%
S&P F
/quotes/zigman/30356461/delayed 1,947 +0 0.01%
Silver
/quotes/zigman/3134148/delayed 15 0 0.01%

Quotes

Symbol Price Change % Change
FB /quotes/zigman/9962609/composite 89.89 2.66 3.05%
AAPL /quotes/zigman/68270/composite 112.34 4.62 4.29%
GOOG /quotes/zigman/30194416/composite 614.34 16.55 2.77%
BAC /quotes/zigman/190927/composite 15.85 0.32 2.06%
C /quotes/zigman/5065548/composite 51.75 0.81 1.59%
F /quotes/zigman/264304/composite 13.87 0.15 1.09%
T /quotes/zigman/398198/composite 32.82 0.50 1.55%
BP /quotes/zigman/247026/composite 32.20 0.06 0.19%
GE /quotes/zigman/227468/composite 24.57 0.69 2.89%
Visit the quote page and your most recently viewed stocks will automatically be displayed here.
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Rates »

5 yr CD
1.5%
2 yr CD
0.8%
1 yr CD
0.6%
MMA $10K+
0.3%
MMA $50K+
0.4%

National averages from Bankrate.com

You Don’t Need Another Credit Card, You Need A Better One.
Avg. APR Last Week 6 Months
Low Interest 11.62% 11.62% 11.53%
Business 12.85% 12.85% 12.85%
Student 13.14% 13.14% 13.14%
Balance Transfer 14.12% 14.12% 14.00%
Airline 15.10% 15.10% 15.15%
Reward 15.14% 15.14% 14.99%
Cash Back 15.27% 15.27% 15.26%
Instant Approval 18.00% 18.00% 17.93%
Bad Credit 22.73% 22.73% 22.48%
Source:CreditCards.com

SPONSORED SECTIONS

Trending Tickers
  • /quotes/zigman/87598/composite NFLX-0.33%
  • /quotes/zigman/53883068/composite PLNT+1.43%
  • /quotes/zigman/133914/composite LCI+4.63%
  • /quotes/zigman/23556538/composite TWTR+2.92%
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X
Powered by StockTwits
Link to MarketWatch's Slice.

As of July 2, 2013, the SmartMoney content you loved now lives on MarketWatch.

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