Twitter has reached the corporate mainstream. Internet savvy startups such as AirAsia has been using Twitter to provide quick and short responses to customers. Today, veteran companies such as Singapore Airlines use it too to reach out to the web savvy customers.
There is a particular group of customers that prefers to communicate through Internet than making a call to the call centre (I'm not sure if their reluctance to call is due to their limited phone budget or level of patient in maneuvering the complicated IVR).
Customer centric companies go to the 'hang out' places of its customers whereas arrogant or ignorant companies force customers to wait eternity on the line or at the counter queue.
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