Customer Relations- Using Social Media as a Listening Device

Customer Relations has changed drastically in the past couple of years. Before, complaints to a company were typically private and made through either the phone or mail. Today, complaints are typically public through twitter and other social media outlets. Some companys use Twitter as a "talking device" but perhaps it should be more considered a "Listening device". Through Twitter you can search for the name of your company and can see who is saying what about your products. The good thing about this, is if you approach them and fix their problem right away you can turn a bad thing into a really good thing. There are other programs throughout the web that measure and record the presence of people talking about your company.
My advice for this post... Listen more, talk less.