Simply put:
After his flight landed on time (a rarity which anyone who has flown in or out of EWR would know):
First, WOW, @Mortens now delivers and takes orders off Twitter!! Just kidding, but what this does show, is that they are paying attention. Whether they know Mr. Shankman is a frequent dinner or that they monitor Twitter and wanted to pull one of the best customer service stunts in the history of social media (so far). Maybe they got lucky and picked the right person who has over 100,000 followers and is a media mogul. For whatever the reason, the company showed how all companies should be utilizing social media and not too bad of a publicity stunt!
No matter your business size, what are you doing to improve your customer service to make them go and tell their friends? With Google Panda updates social is playing a bigger role in how your customers can find you. There is no budget constraint, no specific entry point, just jump in and LISTEN to your customers!
