Twitter for ProdDev and Service Boost

many people believe that twitter is mostly a rumination forum for famous people and their following. did you know that twitter is used by many smart businesses to sharpen their product development and customer service? if you visit twitter’s home page, they work pretty hard to dispel the notion that their medium is one-dimensional or less than influential. they offer that many tweet their complaints about a product or experience — which can then be picked up by someone working on behalf of that brand to make a difference in current and future relationships. listening and engaging is important in any forum — even those that limit characters. in fact, i would argue that the less one says, the more meaning each word carries. how are these messages (in this case, tweets) not extremely valuable to brand managers?