Customer Service Communication Channels Expand

New channels, such as twitter and the blogosphere, are available for companies to monitor and engage their customers in a dialogue that can yield better products and services. ...

... "For example, when Travis Johnson, known by the Twitter handle, pastortrav, complained recently about Southwest's check-in process, he received a quick, public response from an airline employee saying, So sorry to hear it! What don't you like about the check-in process? Did your flight get off okay? " ...

Via Boston Globe: Customer has a complaint