In the last year, Twitter has been quite the buzz for online marketers. We use it in different ways. It could be for pimping out events, linking to different blog posts, or just random tweets about our pet peeves, or the status from the latest “your-favorite-team” game.
It’s been a marketing tool, but it can be a better customer service tool (I’m a big fan of customer service), especially if you have an e-commerce site. – Search Engine Guide – Using Twitter for Customer Service
Twitter gives you the opportunity to monitor what your customers are saying and respond to their comments and concerns. Obviously, this only applies if your customer base is actually using Twitter, but Twitter’s usage is growing, so this is a place to keep an eye on. (You can also monitor what people are saying about your competitors).