That said, I think the author did a fine job in pointing out this caveat, whereas many other "social media experts" do not. I think he also focused on what to me is more admirable in Dell's case. They humanized a gigantic computer company and brought customer service to a new level. The @NameatDell is genius, because it makes people feel that they are interacting with a person when they're really interacting with a brand. And today, that's just priceless. Dell also learned early on the power of listening, and being an observer before jumping into the conversation. Too often, companies just want to be front and center and forget that they're basically invading someone's conversation.
So in the end, good for Dell! What other companies do say "Good for XX"? Who do you give Twitterprops to?
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