ken_b - 2:12 pm on Nov 5, 2012 (gmt 0)

That's a bit public for customer service.

I'm not sure a business has a real choice.

Negative comments about a businesses products and/or customer service are pretty likely to pop up on one social media site or another, or several.

Ignoring those negative comments probably isn't a good idea.

Responding to them publicly, and politely, at least gives the impression that the business does respond and takes customer satisfaction seriously.

But as far as:

Social Media - What has it done for you lately? Other than Consultants, who has a social media success story?

Can we really separate out the consultants from everyone else?

How many people have used SM for business without the advice/services of a consultant? I'm guessing that the answer is few, depending on how one defines "consultant".