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« Tagging My Talk: How the Conversation Maps Out on | Main | Search and Reputation: Your Brand Standing Is Your Shelf Landing »

January 13, 2008


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Point well taken. Get Satisfaction is an interesting model to mobilize customers when companies fail to provide forums. Shameless plug: see my interview with its CEO at --

More broadly -- Corporate communications was once media relations -- staffed by PR professionals. Today, service reps are increasingly the front line -- especially when customers can record and distribute "conversations" at will. Look no further than the customer who went on the Today Show after an AOL rep would not cancel his account.

Yep -- it is all about customer service. Unfortunately, Customer Service has not historically had all the glamor nor the glitter of marketing.

But as you point out above and in your book (well, I am sure you will). It is much easier to complain than to compliment ..

The challenge for companies is how to do this is in a cost effective manner. Especially for public companies. But the reality is those people who talk about customer service issues are usually louder than those who compliment on how slick the product looks. (well, except maybe in Apple's case)

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