Is it possible for a big business to do social media “well”? The key to this is to understand how businesses perform in the area of customer service, since I believe social media and customer service go hand-in-hand for businesses.
If you think Twitter is silly, then you have fallen for the propaganda of Ashton Kutcher and Charlie Sheen and other celebrities who primarily starting using Twitter to let us know where they were partying and what food they like.
Erik Saas just wrote a piece regarding a couple of surveys showing that consumers are highly likely to share a bad experience with their networks. This has long been reported as the case but perhaps somewhat ignored by many companies?