Today's customers are increasingly comfortable in the digital world. For that reason, most don't think twice about using Twitter to tweet their views, both pro and con, about products and services. For savvy companies, that makes the use of Twitter a powerful tool for enhancing customer service.
Smart companies actively monitor Twitter for both positive and negative tweets about their products and services. That allows them to respond to the tweets in real time, address issues and enhance their brand reputation for responsiveness.