The next time someone tries to sell you on a complicated [and expensive] technology solution that's sure to engage your customers, ask if their technology can deliver as simple, delightful and powerful an interaction as the one I had this morning with Innocent Drinks on Twitter. Read from the top down.
"Sorry, Good morning" was great. But "Good evening" 4 hours later - out of nowhere - was brilliant.
Well done Innocent - there's a reason you are often cited as a model brand in the social media space.