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They do listen

Solaris back in the race: Last week, I wrote about us discarding Solaris for a new project. Most large companies will not care and not listen to their customers. Many of us have dealt with Verizon, Time Warner, Creative Labs, etc and know what I mean. After all, when you have so many customers, it is cheaper to lose a bunch of them and provide overall bad service than it is to fix real problems. After my short experience with Sun, I assumed it was the same:I WAS WRONG. They do listen!

That's my experience too. Folks at Sun are very tuned into the blogs, forums and other sites where our products might be discussed. We subscribe to RSS/Atom keyword search feeds so we can find out who is talking about our products, we join the conversations and we try our best to make things right when they go wrong. Critical blog posts about us almost always set off a flurry of activities on our internal bloggers mailing list. It's nice to see when those "inbound messaging" efforts pay off.


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