"Don’t be surprised if a comment left on Twitter gets a faster
response than a call to customer service. Companies are
increasingly monitoring social media sites like Twitter, Facebook
and blogs for negative customer comments and then responding
directly, even publicly, to those comments within minutes.
Companies including Southwest Airlines, Boingo wireless and
Edmunds.com have developed speedy, informal response teams to deal
with the fact that consumers are happy to air brands’ (often
entertaining) dirty laundry in public."
Hi Christopher,
At Network Solutions we are @netsolcares on twitter responding to customers and acting as the listening post for community feedback.
Thanks,
Shashi Bellamkonda
Social Media Swami