Positive Trend: Communicating with Customers

While the recent set of outages has been disappointing, I am at least pleased to see an increase in attempts to connect with customers. SoftCom now regularly updates its status blog, responds to issues on the forums, and is improving its ability to inform clients. I may not be satisfied with the quality of service as of late, but I want to encourage SoftCom et al. to continue in expanding its forum and web presence.

When a company puts effort into communicating with its customers, said customers will feel valuable and respected. It is a great way to increase satisfaction and build loyalty. The more you talk to us, the less likely we are to transition from frustrated to irate. It's good business!