To open with a huge cliché: blogs are changing the world. They give customers a way to rant and rave (but mostly rant). Even if you never knew that Dell had problems with its image, it only takes one blog post and its comments to expose their arrogance.
Google is leading the way in listening to the blogosphere, as the case of Jupiter CEO Alan Meckler points out.
The chief of the media company on his blog complained about Google Desktop Search, the application that lets you search your computer. Every time Meckler updated files on his machine, Google would start crawling like crazy, taking up precious computing time. It was enough for Meckler to switch to Windows Desktop Search. And he wrote about his trouble on his blog.
Somehow his blog posting ended up with a Google customer support agent who contacted Meckler to ask him for further details.
The search engine not only impressed a dissatisfied user, Meckler's trouble will also allow the organisation to improve its software.
To end with another cliché: those who listen to what the blogosphere has to say will beat those companies that prefer to put their heads in the sand.
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