Get Elastic posted about the valuable role Twitter can play for customer service. Some companies, like Zappos, are using Twitter to respond to customer complaints. Get Elastic noted that Zappos responded to a negative tweet about the Zappos brand by sending the user a coupon as an apology. Zappos realizes that one negative tweet about their brand can transfer to thousands of people in a matter of seconds. Zappos instantly flipped the negative review around, as the negative reviewer tweeted later about the coupon, reinforcing the Zappos brand as a helpful and "cool" company. Twitter can be useful tool for seeing what users are saying about your brand as well as impacting what they are saying about your brand.