Web 2.0 provides retailers a new source of shopper feedback

[mandy]

It can take a while to ferret out useful customer feedback from user-generated content in Web 2.0 settings like online forums, blogs and social networks. But it can be worth the time and effort when that feedback can be transformed into strategies that make customers happy. Just ask Ms. Ferret—Kristen Onasch, to those in the know.

Onasch moderates The Ferret Store’s online customer forum at pet supplies e-retailer Drs. Foster and Smith. She is in charge of providing information, engaging customers, monitoring content, and compiling customer insights and feedback on a daily basis. The e-retailer’s management depends on her to keep them informed on whatever ferrets’ adoptive parents have to say...

full article: http://www.internetretailer.com/article.asp?id=23245