[fenomas]

I'd say it means that the social team monitoring twitter has more power to get shit done* than the CSRs manning the phones.

*in this case meaning escalate to product teams or get the attention of executives

[viraptor]

Isn't that the same though? If you people who listen to you privately can do less than people who listen to your public statements, I think it goes back to my original argument. The company empowers people who can stop bad news rather than those who can make you happy.