So as I recall they get 200,000 tweets and responded with 90,000. That's not even 50%. But then that accounts for the zero responses I've received.

Having been in the tech business for several decades, I love seeing the tail wagging the dog. Everyone jumping on anything new and nothing getting a majority of the business and becoming the defacto standard (Facebook, InstaGram, MySpace, Twitter, etc.). And then you get the competitors adopting similar techniques (allowing business accounts, hashtags, photos, SMS portals, etc.). And add on top of that a large percentage of the customer base not up to speed on all the social media buzz. I see it as a dilution of effort and misdirection of resources.

Add to all this sites like FT, TripAdvisor, other travel bloggers, and inhouse services like MI at Marriott; and you now have to spend half your day tracking down all the sources and looking for your issue to see if it's been addressed already. Look at how many people don't do searches before posting here on FT. How much longer until there is a consolidator site like the job boards that pull entries from other sources and present them to their users? I spend way too much time on FT alone, I can't see adding more to my efforts.

I am glad seeing them buying into increasing support, just wish it was focused on more customers.