It’s a strangely cool and interesting thing to have a conversation with different companies on a social media site. I have done it a few times, but this past week I had the pleasure of conversing with American Airlines via Twitter. I had tweeted something about a great interaction I had with one of their employees and they replied to me wanting to know the details so they could pass on the good word to their employee. It was awesome to be able to put in a compliment via Twitter. It amazes me every time that I could literally talk to anyone I wanted to with social media. The world literally is our oyster if we make it so. It was encouraging to know that social media is what you make of it, and if you make it awesome, it can be a great tool for connections.
julieimhoff 
You just gave a great example of how this direct connection we have to each other is an asset. That companies have the ability to communicate with their customers, only costing them time and energy (caring).
It amazes me every time I think about how so much of the powerful and effective marketing that goes on today is free!