Twitter and the New Customer Service

Twitterville author and Silicon Valley social media strategist Shel Israel speaks to CMIQ Editor Gina Scanlon about how Twitter is changing the way consumers communicate with businesses and how businesses can use the new social media tool to their advantage. Included in the discussion is commentary on Dooce blogger Heather Armstrong's Maytag feud, as well as the future of call centers. "We're in a transformational time," Israel says. "We've changed from monologue to dialogue."