The Modern Day Water Cooler

The Internet is a wonderful tool for speading good news and bad.  In the Customer Service world, this can work both ways for a company.  My sister-in-law sent me a thread out of the blue dealing with Customer Service.  This board has over 500 members and they can spread the word among the group with ease, thus sending good or bad feedback instantaneously across multiple time zones.

Luckily for the first three companies on the board, feedback was very positive.  The three companies were Nintendo, Marriot and Applebee’s.  The point is that feedback from our customers happens, whether we collect it or not.  What are you doing to keep up with your customers’ feedback?

Here’s teh thread, it makes for good reading:

Thanks for reading,



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