There is something about getting an @ reply to you from a brand or an author. I have thad great tweet conversations with some great companies and authors. It’s always a great feeling when they recognize you.
Now, this isn’t anything new, but businesses that don’t listen to the chatter about them are going to lose. They are social media deaf, and in a world where we are involved in this much communication, the social media deaf will miss out.
Of course, there are those that just listen to defend themselves. Just make great products, deliver great services, and listen to your customers.