Although Apple has yet to comment on Consumer Reports' "not recommended" rating for the iPhone 4, moderators on the Apple support forum have been deleting customers' discussion threads about the negative Consumer Reports review, according to TUAW.
The third step entails developing an action plan based on the outcome of customer discussions.
A Journey is already the subject of some vitriol at Amazon.co.uk, where customer discussions entitled "Shameful", "Boycott this book" and "Tissue of lies" have all sprung up around it.
As a long-time ZenDesk customer, I'm glad they listened and made changes, but I'd bet they could have handled this better with some more open customer discussions.
"Already last spring… we have had plenty of different customer discussions with European companies who are really afraid that 'hey I cannot offer this solution to my government or to my corporate customer in my country because I cannot guarantee if I use Android that this data doesn't go outside the European Union'," he says.
The company, which manufactures and launches its own nail polishes, skincare and makeup items each month, totaling around 300 new products per year, uses the data from customer discussions and selections to help it better identify trends and then meet those demands accordingly.
Adding customer discussions to the Board agenda is an important part of a broader customer engagement strategy with the board, including the regular review of customer survey results, engagement metrics, segmentation reviews.
For example, Microsoft's Netscan project helped customers track the activity of the different online customer discussion forums and the conversation threads that emerge from their activity.
A day later, Amazon had pulled the text, but the move came too late - a Pynchonist had saved the text and reposted it on to Amazon's customer discussion board.
The company provides value for its enterprise clients is through a direct data line to CRM services like Salesforce and Assistly, allowing brands to take actionable steps on the data unearthed by customer discussion, reducing research and support costs.
