The use of an alert system that flagged Twitter conversations on consumer protection topics, when they rose above certain thresholds, shows promise as a new consumer protection market monitoring tool that we could use in Kenya to address the substantial gaps in consumer protection monitoring and enforcement.
September 3rd, 2019
Did you see my tweet? Monitoring financial consumer protection via social media
Social media is changing customer service by shifting the ways in which consumers seek resolution of problems and the channels that firms make available to consumers.
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