Since introducing businesses to twitter, both consumers and the business have used the social media tool to compliment each other... Feedback is very important to businesses, and negative feedback can greatly effect any business, considering blogging sites search very well in google and can show up first in many searches...
One example that shows how powerful twitter can be as a marketing tool for consumers, is seen when consumers tweet their feedback while hash tagging in the business. A friend of mine bought well known branded TV, it turned out to be faulty and despite many emails and calls to the business and no luck, he turned to twitter and expressed his extreme frustration with the business. Within 1 hour, we was tweeted a response, and with in no time a replacement for the TV was organised... WOW..
This happens all the time, bad feedback and put off other potential buyers... When my friend received his new TV, he tweeted again to the company and expressed how happy he was with their conduct...
From this both the consumer and business and benefited from the use of social media marketing.. and a potential issue, whereby word of mouth could cause drastic damage to the business.
Check out the following thing, its just reiterating what i am trying to say....
http://im.about.com/od/imforbusiness/ss/twitter-for-business_3.htm
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