The effects of social media on customer retention

At the 1 to 1 blog, Ginger Conlin took time to explain her most recent encounter with customer service and companies monitoring the internet. Even though it's hard to measure social media and see the monetary effects of these tools immediately, Conlin suggests that it's important to invest in them anyway for the long term revenue growth by keeping your current customers. Other benefits of investing in customer service on the internet are feedback gathering, responding to concerns, the ability to share content, and the ability to increase customer retention. We've touched on reaching out to your customers through the interent with a recent post about Comcast, and Conlin shared her experience with Citibank. Have you had a personal experience with this?