Using Twitter for Customer Support

Mashable posted a good piece about how to use Twitter for customer support. The most important learnings according to me are:

Customer support is powerful and cost efficient
Track your brand and products
Respond quickly and transparent
Be personal and authentic

I felt urged to comment adding two steps to the six Mashable steps. Below is my comment.

We are conducting a Twitter+blog+forum customer support project right now for a global client, and I'd say all of the above applies to our learnings.

I would like to add two steps though:

Step 7. Don't be afraid
Lots of companies fear new channels and personal conversations (you know "losing the control of the message") making them hesitate with e.g. Twitter. Don't! Rather than staying away due to fear, you should dare making mistakes - as long as you are transparent and authentic it will be received positively.

Step 8. Be ready to adapt
Your experiences on Twitter or any other channel including personal conversations will give you new learnings. Make sure you listen to these and pass these on within the organisation. This will develop your company in many ways.

What do you say – are there steps 9 and 10?