Comments on: If You Care You’ll Call: WatchGuard Reaches Out.

By: maxrosenthal

maxrosenthal — Thu, 08 Jan 2009 12:38:15 +0000

I think you mean pervasive…right?

By: Frick

Frick — Thu, 08 Jan 2009 12:33:23 +0000

Exactly, in the past if you called a 1-800 phone number the only people that were aware of the issue and outcome was the customer, company and the handful of people that the customer told about the experience.
Fast forward and now everyone subscribed to your feed is instantly aware of your experience.

By: max rosenthal

max rosenthal — Thu, 08 Jan 2009 10:38:15 +0000

I think you mean pervasive…right?

By: Frick

Frick — Thu, 08 Jan 2009 10:33:23 +0000

By: ChangeForge | Ken Stewart

ChangeForge | Ken Stewart — Thu, 08 Jan 2009 05:47:33 +0000

Wow, you are right… people are the company and they don't always change.

By: max rosenthal

max rosenthal — Thu, 08 Jan 2009 04:58:07 +0000

my wife has to remind me to take the garbage to the curb every thursday night, you would think after 18 years i would remember on my own.

By: ChangeForge | Ken Stewart

ChangeForge | Ken Stewart — Thu, 08 Jan 2009 04:51:39 +0000

So with feedback being so pervasive, why are companies still making the same dumb mistakes? are they?

By: max rosenthal

max rosenthal — Thu, 08 Jan 2009 04:19:14 +0000

What color is the sky in your world?
“In ways they didn't 36 months ago…” Did you ever read the back of a cereal box when you were a 7 year old and find a 1-800 number for questions or concerns? Matchbox race car? Bottle of mustard? Companies have always solicited customer feedback. The difference today is the pervasiveness and exposure of the feedback.

By: ChangeForge | Ken Stewart

ChangeForge | Ken Stewart — Thu, 08 Jan 2009 03:31:34 +0000

Steve, I completely agree. Companies are really going to have to learn how to harness the tools of managing the disparate comments being made. Never before has the public felt more comfortable about making their opinion known. While it is not always rational, it gives every company a great opportunity to manage their PR.

By: Frick

Frick — Thu, 08 Jan 2009 01:44:23 +0000

I guess “Blogging works” and on many levels –
It shows that blogs are a legitimate way to distribute content that people actually read.
Vendors are now looking for consumer feedback in ways that they didn't 36 months ago, and that they are responsive to it.
You don't have to be a “Scoble” to be heard.
Search engines are processing content in the way that it should.