Lee,

Interesting piece. I find that giving customers a channel to voice their discontent can be useful for customers and the company in two ways: on the one hand, it may create trust and a broader range of issues people in the company can address with clients and clients may address among themselves, creating a sense of shared interest. On the other hand it might offer information to a company of clients needs and what is wrong with a certain product or service. If the company can find ways in which to address those complaints, then a stronger bond is created between the company and its customers. In my experience complaining can escalate if nothing is done about it. Doing something sometimes can be as simple as listening. Now the more you listen, the more people will expect you to do something about what you listen. This expectation can be misguided, of course, and there are ways around this.

More later.

So informative, I will build one blog like this as well.