Have you heard the tale about how one blogger-angry at Maytag for its terrible customer service-attracted 2,906 comments on her blog at dooce.com and reached one million others with her tweets? You can bet that the frustration she had with her Kenmore washer was nothing compared to the headaches her rants caused the parent company. Did Maytag learn from its mistakes? According to Josh Bernoff and Ted Schadler, officers at Forrester Research and authors of Empowered (Harvard Business Review Press, September 14, 2010), they did: The company now responds to tweets that its customers post online. But they would have caused themselves less grief and negative publicity if they had a strategy in place to empower their employees to reach out to their customers online. According to Bernoff and Schadler, "To succeed with empowered customers, you must empower your employees to solve customer problems.
I read through the recently posted piece by Sam Gustin on AOL's beta site, Daily Finance, looking for the big deal after the headline: Microsoft 'indoctrinates' Best Buy workers with anti-Linux 'lies.'