Easy: have employees keep an eye for Twitters that say "(company name) sucks" or "(company name) screwed me" or whatever, then try to find out why the customers are unhappy. By the time the customer complains on Twitter, it usually means desperation, and not expecting much more than sympathy. If I were to type "Comcast put me on hold for two hours and they still won't acknowledge that my cable box is hosed" and I get a reply from a customer rep with a direct phone number to call to talk to a supervisor, that would make me feel a little bit better, even if I already lost two hours trying to deal with the problem.

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