They do it the same way as narcissistic techies do it. They "listen" for @ mentions throughout the day via twitter clients. Years ago I tweeted about comcast se

They do it the same way as narcissistic techies do it. They "listen" for @ mentions throughout the day via twitter clients. Years ago I tweeted about comcast service issues and 5 min later I received a phone call from a comcast service manager. They must have a customer service team who deals with customers on twitter and a small team of "managers" who jump on cases to put out the fires that need immediate attention.