
3
Community service
– a problem shared
THESE DAYS, COMPANIES positively welcome complaints and
suggestions. By encouraging feedback and responding to
it, you can learn far more about what your customers really
think about your products – and demonstrate that you are
doing something about it. By allowing customers to share
that knowledge online, you can build a community and get
new, sometimes unexpected allies, in the form of people
who want to solve problems for each other. Communications
technology has made it possible for both consumers and
businesses to express themselves more easily and share
their conte