Guy Kawasaki on social media and customer service

I agree wholeheartedly with Guy that Twitter has incredible potential for improving customer service. Our niche job board has two Twitter accounts, http://www.Twitter.com/EntryLevelJob with over 50,000 followers http://www.Twitter.com/StevenRothberg with over 60,000 followers. The former is used primarily to communicate with job seekers and the latter is formerly used to communicate with employers and other human resource professionals.

Like Guy uses his Twitter account, most of our communications with our followers are on the broadcast model but I personally read every tweet that mentions our site or refers to one of the two Twitter handles. Most are re-tweets and we'll reply with a thanks to those, but those which include suggestions, comments, etc. are acted upon immediately by the appropriate member of our staff. It is amazing how the small problems we occasionally encounter never seem to become big problems because we're there, we're listening, and we're responding.