While Twitter might be a fantastic marketing vehicle, more and more businesses are harnessing its power as a low-cost, high-impact customer care center. Answering complaints and questions on Twitter is a great way to engage one-on-one with your customers, while maintaining a public image.

Newly launched Engagement Index touts itself as the first company to actually measure businesses’ customer service efforts, providing industry-level reports to show how well companies are handling their 140-character-loving customers.
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