More on negative feedback

My earlier post on this topic got a lot of feedback (not negative!) because it’s counter-intuitive. One person reminded me of Jeff Jarvis’ summer long odyssey with Dell (BuzzMachine � Blog Archive � Customer service in reverse.)

I think the lesson is that marketers/corporations/organizations are way more interested in negative feedback because it’s quite useful. And I agree with Steve Rubel and others that are pointing out that using focused search, a marketer can identify unhappy customers long long before they find their complaints in Business Week (thanks, Pheloxi, for the link).