I struggled with whether to do this post or not. Those who know me well know that I'm not a troublemaker or rabble-rouser; I cringe at stirring up trouble, especially for others in their jobs. As a business owner, I know how hard it is to get everything right and make the pieces all fit together. Having said that, I had an experience recently that I really do feel has a good lesson in it and have decided to share it in the spirit of learning and improving, not in attacking or flaming.
Usually companies do a better job in their traditional sales and support services than through social media, simply because people are still getting used to it. This is a case in reverse. It is not meant to be an indictment of the company I had the experience with, just an example of how one area can be on top of things but another drop the ball, negating gains made by the one doing a good job. [UPDATE: please read to the end for response from Justyn Howard, CEO of Sprout Social.]