Twitter is changing the way organizations think about customer experience and interaction. This new communication medium presents a new set of challenges for businesses espeically around aspects of customer satisfaction and customer support. At any time, in any place someone who has a poor customer experience can comment to the world about it, and all they need to do this is a phone.

Whether businesses like it or not, there is a dialog that is occuring in real time around the world about products and services. Organizations are beinging to look at ways to engage with this conversation, some on purpose, some by acciedent. Check out this article on how Twitter has changed the way Comcast thinks about customer service.