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?

Ford is bravely entering the world of social media at full speed. To build buzz about their new compact car, the Fiesta, Ford is giving their branding and promotion responsibilities to 100 young web savvy people.

The best part of this plan is that none of these individuals has any advertising experience. They were chosen for their “social vibrancy” rating. Essentially, they were judged by their web presence and popularity – number of online followers and accounts on different social media platforms. They were also judged according to their creativity, film-making skills and ability to retain audience’ attention.

So here’s the deal, Ford is giving each of the 100 people chosen a Ford Fiesta to drive around for six months. They will be asked to document their experience with the car through Youtube videos, blog posts and other social media updates.

We always talk about the key to good and honest marketing is being transparent. Ford is taking this a step farther by not having any censorship over what is said and posted about the Fiesta. This is definitely a make-or-break situation for Ford. They must have thought of this, so Ford must be confident enough in their product to publicize this trial period. And if it goes horribly wrong, Ford still has about a year to redeem themselves before the Fiesta hits U.S. dealers.

Ford, we commend you for the unique grass roots campaign. It’s a great idea and will definitely build buzz and awareness about the Fiesta. For Ford’s sake, hopefully it’s positive buzz.