Talk is cheap

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When reading chapters 3 through 5, the concept which seemed the most relevant to me was that “talk is cheap.”              

Like the Saturn example in chapter 3, many companies are not aware of the conversations being held about company issues over the Internet. Many times it might even be some sort of misunderstanding which a customer is upset about. In that case all the company would have to do is join the conversation and correct the misunderstanding. It would cost them virtually nothing, but the gain is significant.  By not responding to the customers concerns, “their silence speaks louder than their words might have.”

Large companies would benefit immensly by investing on a group of correspondents  who search the web for various conversationsabout their company and join and respond to them. This would definitely alleviate the burden of dealing with angry customers. 

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