Social Media: Twitter for customer service

Busy times as I mentioned in the previous post. At the moment together with my colleagues from the University of Castilla-La Mancha we conduct two surveys on adoption of social networks in Holland (following a similar study in Spain) and adoption of Social Media as marketing tools by retailers in Holland (Spain will follow). From the front the news are interesting, you feel also that the issue of Web 2.0 / Social Media keeps many people busy. I see every day new examples of engaging such media as part of the marketing; a nice example is BESTBUY's Twelpforce  a Twitter feed used for customer service and tech advice (the current tweet informs the iPhone owners about the iPhone virus that I heard about yesterday)