Started in 2006, Twitter is a service for people to communicate and stay connected through the exchange of quick, frequent answers to one simple question: What are you doing? Recently it has begun to grow exponentially with estimates of over 3 million users.
A growing number of companies are keeping track of what’s said about their brands on Twitter. Comcast, Dell, General Motors, H&R Block, Kodak, and Whole Foods Market are just to name a few. It’s not just audience size that draws brands. People who use the site are likely to hold sway over others. A single Twitter message sent in frustration over a product or a service’s performance can be read by hundreds or thousands of people. Similarly, positive interaction with a representative of the manufacturer or service provider can help change an influencer’s perspective for the better.
Why wouldn’t a brand want to take care of an issue as soon as it happens, when it’s most important?
