Trust

Blogs have pulled the curtain on the Great Oz...the corporation has become somewhat transparent as a result. Hmmm... allow customers to tell their "story" about their use of your product or service, positive or negative. Is this marketing genius?

Look at it this way. Users have been dealing with software bugs and hardware glitches for well over a decade. A disgruntled user issuing a complaint in a public forum such as a blog is hardly revealing anything new...that the software or site or system had a problem (problems). But the curtain has come down and users are able to put faces to all levels of the organization. They are addressing a person with the complaint and a high level, empowered individual at that. Does it build trust? Yes! Can the trust be sustained? We'll see...