One More Comment on Twitter

In the video The Point of Twitter one really important point was made about how large corporations are having to adjust their customer service approach because of Twitter. The example of Toyota is given for a company that at one time received a lot of poor publicity about product recalls and so on. The speaker in the video says that Toyota didn't bother to respond to the customer complains through their twitter account. That responding to customers through twitter and on a one at a time rate is not something that large companies are used to doing or dealing with. Traditionally large companies have offset poor publicity or customer complaints by flooding the market with positive attributes about their company. The problem with this style of marketing, marketing features and attributes, is that it is become less effective as customer are now more interested in overall company sentiment.  It will be interesting to see how large companies respond to this change. My feeling is that some will be too large and slow to respond to the change.