The Taste Blog

I have a column in Business Week’s customer-service issue arguing that customers who complain about you are doing you a great favor. Here’s the foreshortened version that fit in the magazine. And here’s my longer draft. Snippet from the draft:

Here’s some free advice: Go to Google, enter any of your company’s brands followed by the word “sucks,” and you will see the true consumers’ reports. Brace yourself, for it won’t be pretty. Wal-Mart’s unofficial Google Sucks Index turns up 165,000…