Alltop.com

Thanks for sharing this article, Guy. It nicely illustrates the need for businesses to keep a close eye on their Twitter stream (and other social media channels), even though such attention may be difficult, given all the noise, criticism, and praise swirling around the 'Net.

Great article by Jon, but misses out on what the banking industry has been doing. Bofa_Help, Wachovia etc have been doing a great job as well. (Wells Fargo is mentioned merely as part of a large list sourced from Nielsen)

Interesting article and Frank and his team @ComcastCares are clearly doing a cracking job, which TBH was an influence when we set up something similar in the UK with @virginmedia - the country's largest cable company.

We've found the process really useful for getting immediate feedback from customers on things - it's way ahead of any formal feedback via NPS or other research methods, and often ahead of our contact centres - and our dedicated Twitter 'tweam' are getting really good feedback from how they're helping customers out.

As for the 140 characters limit, we get around this when customers need help by simply asking them to e-mail into us.

Alex
Virgin Media