31. Product team react quickly, faulty units sent directly to engineers for examination in order to prevent repeat issues.
32.
33. Tandberg team actively monitoring and responds via their Facebook wall and contacts appropriate sales rep to let them know the customer needs more reassurance.
34. Team calm fears and avoids any further public escalation of concerns on Facebook.
35. The loudest customer has since removed his negative comments from the Facebook wall.
36. First step to entering new terrain is listening and learning to what’s being said in the marketplace.
37. Active listening and strong feedback loops ensure Cisco’s language accurately reflects the external realities of customer conversations.
38. Earns legitimacy by coauthoring content with established thought leaders inside the community.