Less than a fifth of companies have inserted a square peg in a round hole. Actually, that is probably not quite accurate. Anyway, if you read past 140 characte

Less than a fifth of companies have inserted a square peg in a round hole. Actually, that is probably not quite accurate. Anyway, if you read past 140 characters, neither is the headline. At the end companies are singled out who have "a Twitter" but only use it as a unidirectional medium (if at all) rather than responding to customers' communications. It should be fairly self-evident that Twitter is not a medium for actual customer service beyond the very cursory.