I was reading an article in the Orlando Sentinel newspaper this morning (I know who reads newspapers anymore), about how so many companies are tracking unhappy customers by monitoring blogs and even twitter messages. It reminded me of a story that Chris Hoff had a while back about Southwest Airlines monitoring his Twitter message

The story in the Sentinel had two opposite corporate views on this. One was Comcast who quickly turned a negative blog post and experience into a positive one by reaching out to the customer and fixing their problem. The customer than ran an updated blog post to commend Comcast. Much the same way Hoff did in his post on Southwest. The polar opposite of this was Spirit Airlines, whose spokesperson according to the article said, "she wasn't concerned and that Spirit doesn't let blog posts affect its policies and procedures." Well a year later that article is still the number 3 search result on Google if you pull up Spirit Airlines. It has over a 1000 comments with many people saying they didn't fly Spirit as a result. I wonder if Spirit Airlines still feels the same way about not listening to blogs?

The article mentions a few other companies that monitor blogs and twitter and message boards. It also mentions a web site called getsatisfaction.com where over 3000 companies monitor to help consumers iron out customer service issues.

They always said the pen was mightier than the sword. In todays world maybe the keyboard is too.