It amazes me the extent to which some businesses are failing to engage with their customers. Train operator First Great Western, for example, has a great opportunity to talk to its customers on Twitter because they are already on Twitter talking about the company.

So far, FGW has done nothing about this but when it finally gets its head around the fact its customers are gathering in one place (Twitter) I hope it might start engaging with them publicly. Such transparency can only be a good thing – especially for a train company.

In the meantime, you can follow what people are saying about FGW on Twitter and the follow @fgwfail here. And there is the unofficial FGW profile @uktr_firstgw here.