If I call your company with a complaint or question, only your customer representative hears me. If I ask on Twitter, though, my 8,000 followers hear me… and those that retweet expand the audience into their networks. Twitter is quickly becoming a democratizing factor to customers who want answers.
Are you listening to Twitter? Twitter isn’t a fad or a company… it’s an effective communication medium. You need not participate (other than responding), but you should definitely not be ignoring this important channel.
Salesforce recently launched a Twitter integration in their service cloud (they have other social media integrations as well). Did you know that you could monitor Twitter with Salesforce’s Service Cloud, extending your customer service efforts?
If you don’t have Salesforce, you can use tools like Radian6 to monitor. At minimum I would recommend having a feed from a Twitter Search and using Backtweets to monitor folks pointing to your sites.
