Devoted to customer service and the principles of exceptional customer services

"As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company." --Unknown

According to this article over at Technology News, the ratio of companies that pay attention and respond to customer complaints posted at blogs is a measly 10%.  (By the way, thanks to the author, Erika Morphy, for the mention!) 

I read an article recently in which a spokesperson or public relations person for a big company say that they didn't pay attention to bad press.  Now, I can understand if you don't want to pay attention to negative people who bad mouth your company for no apparent reason.  I have a term for those kind of people: "Haters".  However, when you have people with a legitimate complaint, you could be losing a great deal of business by not paying attention to them. 

Here's another reason why you shouldn't ignore customer conversations...