As a Customer Satisfaction Site Crashes

I've been an admirer of GetSatisfaction.com for a while. The site allows consumers to share their satisfaction feedback with corporations, and then publicize that feedback for other consumers.

Well, the site is currently down, and its crash today offers an valuable lesson on the interplay of customer satisfaction and technology. As good as technology is and as helpful as technology can be to customer service, a failure in that technology can undermine enormous stores of customer service efforts and goodwill in a flash. As this industry becomes more reliant on automation and technology, this lesson is well worth considering.