Organizations are learning to pay attention to the voice of the customer using Web 2.0 tools. Last week, I posted the infamous video of a Comcast technician asleep at a customer's house while he (technician) waited for the help desk to respond. It seems that Comcast is no longer asleep when it comes to obtaining customer feedback.Check out Comcast Cares on Twitter which provides customer feedback to Comcast via text, IM or cell phone. Rather than wait in a "voice mail hell," customers can reach a real person immediately and ask questions or report service issues.
Web sites like Yelp.com are popping up providing valuable customer reviews/feedback and are definitely worth monitoring. Make sure to do a Google search of your organization name from time to time and see what others are saying.
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