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".