And for some strange reason companies think that criticism won't appear if they don't have comments on a blog.
So instead criticism takes place on other sites, where they definitely have no chance of 'control', when they could have dealt with the comment on their own site thanks to a measured reply directly beneath it.
I know there is no guarentee that a client will take up a blog-style website but if one of your new accounts does it would be interesting to follow the site's progression.
Obviously there will be confidentiality concerns but even a description of any progress in general terms would be very interesting.
I think it is vital that smaller firms and businesses see the potential in blog-style sites, RSS feeds and 'conversation'. The days of customers being force-fed information and being happy with what they are given are over. It is very easy for customers to bring down a business today if they receive poor service, and firms need to understand the tools that can do this. Regards Craig
