Twitter isn't just for "what are you doing right now" comments--a small but growing number of businesses are monitoring consumer tweets and responding. Today's Consumerist.com has this story about Bank of America's official Twitter rep.
According to the B of A Twitter page, the rep's role is "to help, listen, and learn from our customers."
Other companies represented on Twitter include the online retailer Zappos, Dell, BBC, and Starbucks. The list is growing because, in 2009, every company has to have a plan for integrating social media (Twitter, blogs, etc.) into its customer contact activities. This is a must for maintaining a dialogue with customers and others. B of A's description of its Twitter role explains why. Enough said.