More brands joining Twitter

BusinessWeek covers the rising number of companies that are joining the Twitter bandwagon. From JetBlue and Comcast to Dell and Whole Foods Market, brands are waking up to the fact that micro-blogging services like Twitter not only magnify dissatisfied customers’ voices ten-fold, they also allow brands that are dedicated to customer service to respond and build equity. Of course, there are risks: some customers find that a brand following them on Twitter is a ‘creepy’ experience, and conversely some people pose as a particular brand and cause damage. Overall though, more and more are expecting corporate America to listen to them through services like Twitter. Twitter Search (formerly called Summize, before Twitter acquired it) and other similar tools can help companies track what is being said by the Twittersphere, which numbered over 2 million users in July 2008. As Morgan Johnston, a JetBlue employee who monitors the company’s Twitter ID says in the article: 

“Why wouldn’t you want to be able to take care of that person at the moment when it’s most important?” 

That too when services like Twitter are free. 

[via BusinessWeek]