Social Networks and Business?
jaxn: I think Dell is more complex than just advertising sales. There are people with a specific product category focus that watch and respond to customer feedback.  Another good example is Griffin.The value of social media is as a two-way communication channel. With search.twitter.com it is easier than ever to hear what customers are saying and interact with them when they are struggling with your product/services.If you provide a great customer experience you keep customers as long as your provide a great experience. If you screw up and fix it beyond their expectations you have a customer for life. (or something like that)