I should have known that as soon as I blog about the lack of examples of Twitter usage in business, the examples would present themselves.
And they have... Jennifer Laycock and how two U.S. firms are engaging with the local community and their customers through Twitter. Of course, if you manage to build a customer base that follow you on Twitter...you could get feedback on product development etc.
Southwest Airlines scan Twitter to detect if people are talking about Southwest and what they're saying. And, most importantly, getting in touch with them directly if there is a service issue that needs addressing.
Not something that all of us can do... but any PR person certainly has to keep their fingers on Twitter as well as the usual blog-posts, newspapers, TV etc.
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