BrandWeek, September 24, 2008
More and more companies are monitoring social networking sites like Twitter, Facebook, and blogs for negative customer feedback and then responding directly—sometimes publicly—to the comments within minutes. Southwest Airlines, Boingo wireless, and Edmunds.com are among the companies that are forming informal response teams to deal with unhappy and verbose customers.
http://www.brandweek.com/bw/content_display/news-and-features/crm/e3ie41d3cb71a4f0067e94f9435ad58fd8c
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