Morphing Search Vendor Adventures: Customer Feedback
August 13, 2009
Quite a few search and content processing companies are chasing the supposed honey pot of customer support, customer feedback, customer self help, and just about any way to cut these costs. Forbes ran a cheerleading article that I was going to ignore. “No,” one of the goslings said, “This write up makes some good points.” Okay, the story is “The Upside of Bad Online Customer Reviews” by Mirela Iverac. The core idea is that customers who complain can provide useful information to the company that caused the dust up in the first place. The underlying technical hook is that the outfit mentioned in the story, based on what I have heard, uses the Attensity system to deliver the bag of goodies. If you revel in feedback loops that work, snag the Forbes’s write up.
Stephen Arnold, August 13, 2009
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