I still think it's cool that @jack mallers keeps an eye on what people are saying about his company. He doesn't need to literally respond to every @ for that to be cool. That isn't the point. The point is that he cares enough to actually walk around where his customers hang out. Frankly, I haven't had a good customer service experience in years. So just doing things the same way as all the other big boys may not be the best approach either.

Of course he should have a great support team, and I think he does. He probably shouldn't spend the bulk of his time responding to support complaints on social (maybe pay someone else to - still cool). But if he's already trolling around and sees someone talking about his company failing to grow, I dig it. I appreciate that he pays attention to those who fall through the gaps and works to make it even better to prevent future gaps.

That's what I find cool and it's why I use Strike. I have tried using several of his competitors and landed on Strike because he was actually willing to listen and give me what I asked for. He's obviously doing something right if I stopped looking for a solution in a sea of poor ones.

Just my anecdote.