One of the big differences I’m noticing about how I do business now versus how I did business several years ago is that there are a lot more ways to have open conversations with my customers. Twitter may still only resonate with the early adopter crowd, but when that is your target audience it ends up being a great way to communicate. People fire out thoughts about your service and you can actually respond to them in a way that lets other people not only see the response but contribute. The same can be said about Get Satisfaction, which is a nifty community-based support site. Chi.mp uses both and in both cases I feel joy in contributing. True, sometimes the feedback can be harsh, but any feedback is good feedback when your developing a product.