It’s interesting to see what happens when organizations start opening up, no matter if they are really doing it (most aren’t). Because now the angry mob has a forum to vent their emotions. Everybody who has never been asked, listenend to or been treated badly now has a chance to speak up. And guess what, they do. But the question is, will this really make a difference? Will this be an opportunity that’s not going to waste? Will the ones in charge see the signal, listen to the conversation and review what they are doing?
I wouldn’t bet on it. Sorry to sound that pessimistic, but changing the mindset of the people of an organization requires more than opening a customer forum and start staff blogs. If it were that easy, you wouldn’t be reading this.