“
Make sure someone is paying attention to the feedback users are giving your company. Don’t just let these messages pile up on a mail server somewhere. If people take the time to tell you about a problem, the very least you can do is acknowledge their help and try make things better. As my old mentor, service guru Claus Meller used to say, “a complaint is a gift”.Usable Usability: Simple Steps for Making Stuff Better by Eric Reiss
