Does a New Website Hold the Secret to Great Customer Service? | Fast Company

“Can online networking deliver us from the evil of bad customer service? Thor Muller is betting that ‘people-powered customer service’ will trump outsourcing and the impersonal call center. Muller is CEO and co-founder of getsatisfaction.com, a user-driven customer service community. Launched in September, 2007, the site provides forums where customers discuss problems with products and services of 2,500 companies from Apple to Zappos — whether the company participates or not. It also provides tools for companies to adopt getsatisfaction.com as their official customer service resource. So far, the site has drawn more than a million unique visitors. Here, Muller discusses why customer service is the new marketing, why you should bring edge users into the core of your business, and how a company you might expect to get it (Facebook) and one you might not (Comcast) are taking very different approaches.” Click the title to read more…