Imagine this: an employee comes into the office on a Tuesday morning, logs into her computer, and finds that the software she relies on every day – your software – is experiencing a glitch. Unable to do her job, she uses the power of 140 characters to express her annoyance over #YourGlitchyProduct to her 5,000 followers. You see, she’s not just a customer - she’s a customer with social media influence. Within seconds, there are 5,000 opportunities for her frustration to get retweeted and shared among the Twittersphere.