
12/09/2025
Increasing Social Media PR Priorities Over Customer Service Among Companies
A growing number of consumers are feeling neglected as companies appear to prioritize their public image on social media over genuine customer service.
Recent viral incidents, where a brand's quick, often performative, response to online criticism has overshadowed a lack of meaningful action, have fueled public frustration. Critics argue that companies are investing more in a polished digital facade than in the resources needed to address customer issues like long wait times, faulty products, or unresolved complaints.
The result is a widening trust gap. While a witty tweet might earn a brand temporary praise, it does little to build long-term loyalty. As the dynamic shifts, consumers are demanding more than just a good online reputation; they want to be heard and valued.