Shawn, One doesn't have to be a giant Nasdaq-bluechip companies to perform good customer service on Twitter or other social technologies. I attended a social media strategy seminar last fall where one of the speakers was talking about a problem she was having with an item. She had tweeted about her dissatisfaction in general, but was interacting with a person on the phone to resolve the issue. After she was taken care of on the phone, the rep said, are you going to tweet about "this" [her satisfaction] too? She said, "you bet your life!"

@acehardware had monitored the situation, and had even been able to identify their customer to their corporate reps. Wow!

I sure would love to attend a webinar on this subject!
Most of what I know about using Twitter for Customer Service, I have come across by accident. The example above (@acehardware) is good, and I can add a story about a co-vendor of ours who, when a fire took their web-based services offline, used Twitter to keep their customers informed about progress toward bringing everything back up. How/where can the rest of us learn more?

Coincidentally, I came across this example of Whole foods and Twitter this morning.

http://www.adjustafresh.com/2009/11/26/whole-foods-twitter-the-right-way/

I wrote a guest post for Chris Brogan's blog about my own customer service experience involving Twitter. That was back in the day when this concept was fairly new (almost a year ago). Now what happened to me might be considered commonplace.

http://www.chrisbrogan.com/guest-post-the-sandisk-story/

Thanks everyone for your thoughts! Much appreciated.