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"...it’s really just a great way for employees and customers to see that we are real people, and it makes the relationship a lot more personal..."
I think that the Twitter platform will hold an equally important place in business not at all necessarily related to micro-blogging though - One needs only to have an open mind.
How about Shopzilla (shopping comparison engine)…It might be nice to design a SPAQRL call integrated between their price/store database with Twitter API’s. So now, when I am in a store looking to purchase a Nipon camera, I can simply send a Tweet to Shopzilla, and it will return prices that I can then use in comparison.
How about tying the Twitter API to your knowledge base, so that your customers can get quick replies (FAQ, manuals,etc) via your customers Tweets?
How about using Twitter as a communication platform (Phweet lets you even do this with VOIP & conference calling over Twitter). Perhaps you are a concert promoter you could create a social network for your venue on the fly.
People need to start thinking of Twitter as a micro blogging tool, and open your eyes…it is much bigger then that.
http://blog.mixergy.com/customers-service-zappos/