Sour Tweets Get Sweet Results

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Don’t be surprised if a comment left on Twitter gets a faster response than a call to customer service. Companies are increasingly monitoring social media sites like Twitter, Facebook and blogs for negative customer comments and then responding directly, even publicly, to those comments within minutes.

Companies including Southwest Airlines, Boingo wireless and Edmunds.com have developed speedy, informal response teams to deal with the fact that consumers are happy to air brands’ (often entertaining) dirty laundry in public.

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