How to Get Helpful and Instructive Customer Feedback
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2. Scour the Web to discover what people are saying about your company. Look on fan sites, newsgroups and e-mail discussion lists. "An online search helps you discover — and quickly contend with — customer vigilantes," writes McConnell and Huba.
3. Encourage customer feedback about your Web site. Make it easy for site visitors to offer up their opinions about your site. The authors advise collecting data for all types of feedback, including product complaints, customer service questions and employment queries.
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