Vaughn Ritchor, the CEO of online bank, ING Direct, is a Twitter user, saying it suits his communication style — quick and to the point. There is no different between listening to customer feedback via social media or by letter or phone, he says in an opinion piece published in today’s Australian Financial Review. “For communcation to be effective, it has to be two-way,” he writes. “Senior management need to hang out where the customers are, and that is on social media.”
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