- Twitter had 315 million users in 2010 and saw rapid growth, becoming a popular social media platform for companies and organizations to connect with customers. - Traditional media companies like Comcast began using social media for customer service and support, addressing issues on Twitter directly. - New companies offering on-demand services like Zappos, Handyman, and SPRING saw success reaching customers through social media networks like Twitter, signing up thousands of users with just a few employees.

4. •
•
•
•

5. •
•
•

9. 2009/8 2010/2

11. Twitter 315
2010 7 NTT

15. 7%
12%

23. Comcast
( )
( ) ( )
Online Crowd
Zappos Handyman SPRING

24. 15000 26
4 6300 600
1 1000
4 13.7

25. TV CS
BOT 1 2000 9
9% CEO

26. →
50%
2 B2B ( ) 300

27. NY
DIY 500
DIY

30. 2008/12/20

31. 2009/7/14

35. Following Followers /
1 @DeltaAirlines 2007/05/10 304 34,833 38 79%
2 @AAirwaves 2009/05/02 14,386 43,152 82 77%
3 @UnitedAirlines 2009/05/18 1,331 61,639 4 0%
4 @AirFranceUS 2009/04/13 844 6,213 31 6%
5 @continental 2009/08/02 178 28,081 42 74%
6 @Lufthansa_USA 2009/06/05 571 5,260 35 66%
7 @SouthwestAir 2007/07/02 9,222 1,031,937 34 62%
- @JetBlue 2007/05/30 115,801 1,606,909 115 82%
- @VirginAmerica 2008/01/11 17,424 60,480 18 56%

43. Twitter,SNS

45. : @toru_saito
: in the looop
http://blogs.itmedia.co.jp/saito/