That’s the title of my newspaper column for this week. It starts off:
CUSTOMER SATISFACTION: It’s a lot harder to manage online when reputations can be made or smeared by campaigns that may or may not be fair
An old customer service axiom says a dissatisfied consumer will tell eight other people about their experience.
Perhaps that axiom should now say 800, 8,000 or more, given that the Internet has made sharing dissatisfaction easier than ever.
My agreement with the newspaper prevents me from reproducing it here this soon after initial publication, but you can read the full article on my blog, on the Canoe tech page, or on the Free Press site.