Kory Hoopes 13 Years Ago Perhaps the problem lies within companies using social media as an alternative rather than an add-on. Some of the best customer service I've ever received was via a company Twitter account. Being that the discourse was public and potentially viewable to tens of thousands of customers and millions of potential customers, the help was concise and timely.Social media is a means of communication, something that can help facilitate the fostering of good relationships between parties. How can you monetize this? Perhaps the true value comes from establishing good-will, creating lasting personal relationships even when it's a many-to-one scenario, and by simply having an avenue to communicate your true intentions sans a middleman. Please sign in to reply. Reply as... Cancel Bryan Cheung Kory Hoopes