This information is 100% stolen from trendwatching.com

Here are some conversations that have been collected from twitter where big brands are monitoring the conversation and responding in real time to customer service issues.

Five years ago if your company had world class customer service that meant you had some good information on your website and customers could call your toll free number 24/7

Today? you can no longer afford to wait for customers to bring their complaints to you.  If you are waiting to solve problems you are losing customers. You must be proactive about listening to the conversations and responding in real time. Twitter is an amazing tool for this. Here are some awesome examples from big brands.

Let me just qualify that and say I am throwing in the big brands thing to show that this behavior is now mainstream not that you need a big budget.  We have clients doing this way better than the big boys with micro brands and micro budgets.  check out zarbees on twitter.

Chances are your company or cause is much smaller than these. Can you really afford not to be part of the conversation?

Gillette has been building buzz the last month with how-to online
videos. The videos show men how to shave everywhere except their face,
also known as “manscaping.”

There has been tons buzz around the videos. By last Friday, Gillette’s Youtube site had more than 300,000 views in about a month.

The videos are very clever and humorous, which is different from the
approach they usually take in their advertising and marketing. Each
light-hearted video shows a cartoon demonstrating how to manscape
different areas of the body.

Before the videos were posted, Gillette tested them on both men and
women with little negative feedback. Through their research, Gillette
also found that one-third of men shave hair from their body other than
their faces.

“Our goal was to engage guys in a dialogue on the whys and how-to’s, and to do it comfortably and reassure them in a funny and entertaining way,” said Tim Williams a Gillette marketing official.

I think Gillette did a really great job with these videos. Not only are
they funny and perfect to reach 20-something men, but there is actually
research to back their approach.

Although we can’t leave without saying that they are ripping off the Phillips Norelco Shave Everywhere site from a few years ago.