When Michael’s internet went down last month, he vented his frustration on Twitter. And lo and behold, Comcast actually saw his tweet, reached out to him, and proactively worked to solve his problem. Comcast is unusual in its embrace of the Twittersphere, however, since it actually has someone dedicated to putting out fires there before they tarnish its brand too much. Not all companies have that level of savviness so Get Satisfaction, a network of customer support forums, has started to monitor Twitter for them.

Full story: techcrunch.com