Here is an unsolicited consumer tip to all companies that have websites:
If you have a Contact Us webform on your website, assign someone to reply to ALL postings received from it. And have that person report directly to the CEO with a daily or weekly report.
I have found that only a very small percentage of companies actually have someone on staff who replies to complaints that are received through their webform. That lack of response reinforces a consumer’s negative opinion of your company that caused them to write in the first place.
Excellent advice!