Oy! Just got back to the New Yorker Hotel after another long day of idea building and concept crunching and boy are my brains tired – seriously. Speaking of the New Yorker though, they are a perfect example of how to use Twitter to resolve customer concerns. When I arrived I sent out a tweet that read:

“Made it to the New Yorker Hotel in Midtown Manhattan. It’s a nice enough place, but the room is tiny – I’m sleeping in the bath pretty much…”

And they replied:

“re: small room. Our apologies, Katie. We don’t have as much land space as you guys in Cali ”

How awesome is that? A business that listens to its customers and responds in a timely manner? Yes please!

Anyway, the speaker of the day goes to Clara Shih who gave a terrific talk about how Facebook is changing business – and everything else. Explaining that the last decade was spent observing the World Wide Web, Shih says this new era is all about focusing on the Social Web. Shih is a wonderful public speaker – eloquent, poised and very charismatic. However, the highlight for me was winning a copy of her popular book, The Facebook Era.

At the beginning of her talk she encouraged the audience to participate via Twitter and announced that the person with the seventh tweet would win a copy of the book. At the end she revealed the winner – and it was me! WOOHOO! I was pretty happy.

Second place speaker goes to Mike Lewis, whose talk about ROI and Social Media was unfortunately hijacked by the audience. Instead of him being able to give a great presentation (and it was great at the beginning), it turned into a Q&A that would not end. People were so rude and disrespectful of his time and I was unbelievably irritated. Sigh. Mike was great though and has a lot of really fantastic things to say.

Tomorrow is the final day of the expo and I am happy to say that I have already learned a lot and met some great people. It’s going to be hard to say goodbye, but I miss my bed and my pup – oh and the Gunn/Jerkens office .