Have you even read up on the background of this? He makes a pretty solid argument for what's in Soylent in one of his earliest blog posts: http://robrhinehart.com/?p=424
Obviously the guy has a background in chemistry or biology. As we all know, you don't have to go to school in a subject to become an "expert" in it.
To create a valuable product, though, you need to be around other people that are passionate about creating a solution to a problem. Maybe an MBA might not be good for this, but other graduate degrees might.
Also - the author, @lindseyengh, doesn't even have a lot of Twitter followers (153), so it's not like she has the biggest stretch, either. At least on social media, it seems as though companies care about the little guys, too.
I also think that the most important part in all of this is the timeliness of their responses. 15 minute responses shows that businesses are investing money into social media by hiring people to watch Twitter feeds or personal handles at all hours of the day.
Agreed, and it's mentioned in the article about Google's innovation. Honestly, I think that Google is one of the most innovative companies of the century... still doesn't convince me that Google+ will really stick. Did Wave and Buzz not stick because of no critical mass? In that case, how can Google assure that doesn't happen with Google+?
Obviously the guy has a background in chemistry or biology. As we all know, you don't have to go to school in a subject to become an "expert" in it.