- NBC News, Friday, August 9, 2013 2:48 PM
When consumers get mad about a bad experience with a brand, they don't all take to Twitter to rant. The latest trend is "email bombing," or directly emailing the executives of companies in order to
get a response. And the executives are listening. An executive at Staples restocked its stores after a customer complained directly about how the display items never seemed to be in
stock.
Red Roof President Andrew Alexander says that he reads every customer email and often shares the feedback at his weekly meetings. The hotel has done improvements based on this
feedback. But reading these emails can be time consuming and executives have to be careful not to get bogged down in complaints that don't offer constructive criticism.Read the whole story at NBC News »