CS: How have you approached the concept of blog posts; that is, letting your customers talk back and respond to what you've put on your site?
Winge: You take a risk when letting your customers speak. If you have a blog, you have to decide whether or not to keep comments turned on. Having forums is a great way to let customers create some of the buzz for your products themselves. The risk is that sometimes people are going to be unhappy. So as a company, you have to decide if you're going to let them express their unhappiness and how you're going to react when they do. We've found that actually serves us well, but that idea freaks a lot of people out.
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CS: How have you approached the concept of blog posts; that is, letting your customers talk back and respond to what you've put on your site?
Winge: You take a risk when letting your customers speak. If you have a blog, you have to decide whether or not to keep comments turned on. Having forums is a great way to let customers create some of the buzz for your products themselves. The risk is that sometimes people are going to be unhappy. So as a company, you have to decide if you're going to let them express their unhappiness and how you're going to react when they do. We've found that actually serves us well, but that idea freaks a lot of people out.