TheCustomer

Interersting insights on how Dell are monitoring bllogs as part of a - proactive - strand in their customer service. We’ve known for some time that for every complainer that a company hears about, there’s another ten they don’t: here’s Dell picking up on some of the 92% they wouldn’t otherwise hear about.

Link: MediaPost Publications - Dell Computer To Respond To Bloggers’ Complaints - 08/23/2005.