Don't reject your customers by getting lazy on Twitter

I've never handled rejection well. Playground romances still haunt me and at 34 I retain an eagerness to seek approval from my mother. The very thought then, of publically professing my admiration for someone or something only for it to not to be fully reciprocated, is nothing short of abhorrent.

It's with this in mind that I'm finding it hard to forgive @CardMunch for callously ignoring my tweets yesterday.

Only two weeks ago, Smarta awarded the quite brilliant business card scanner 'App of the Week' status. A quick glance at @CardMunch mentions and it seemed neither Smarta nor I were alone in praising this super-useful app.

The 140-character or less love letters are rolling in at roughly 10 a day. It's somewhat crushing they're being ignored, then. Most tweets are, anyway. Whoever's manning the @CardMunch account RT-ed three tweets in the space of two minutes three days ago. There was an eight-minute two tweet dalliance for the whole of March and a distant single RT in February. Lip service of the less satisfying kind.

What's really hard to accept or even understand (it's always the lack of understanding that's the worst, isn't it?), is that CardMunch has got all the difficult stuff right - great idea that solves a problem, brilliant execution, excellent tie in with LinkedIn - and yet chooses to shun the very people it set out to help and who are now giving it the type of endorsement money can't buy.

Moving on (it's the only way...), I can obviously see how it happens. You set up a Twitter account because 'you've got to have one' with the best intentions to keep it updated and then, being a time and resource-poor start-up you don't get around to updating it as much as you'd hoped.

Or, more common, you think you'd better have a 'company' Twitter account in addition to your personal account then find you still tweet from the personal one. (*EDIT - thanks @sidviswanathan for finally replying, but see below)

Yawn. Really, just yawn. Be clear: for us caring customers bothering to champion your business, both these excuses (and that's what they are, excuses), are, at best, lame.

It's not 'better to have loved and lost than not loved at all'. If you can't maintain a Twitter account properly, don't start one. Entering into a relationship - and that's what you're doing - then not committing to it is never gonna end well.

Twitter's not hard. You don't need a 'social meeja expert' to know that setting up a Twitter account then not bothering to update it isn't very clever; nor to work out that if your customers want to tweet something nice about you they'll probably go to Google and type 'company name + Twitter'.

When you've got customers loving what you do, why go and break the magic?

To check out CardMunch (it really is very cool):

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