I am a big SW customer – and fan – and mostly write positive things about them. But I wrote a negative post in January, and Paula from their blog proactively reached out to me and followed up with their internal customer service which had taken a while responding to my letter.

I am surprised more companies don’t invest in a small staff to scan what is being said about them and engage with those customers/commenters

Of course, till tech vendors do that first not sure why we should expect “old economy” companies to…