These two posts landed side by side in my RSS reader today, and although on different topics, I thought they dovetailed nicely.

Seth Godin: Who answers the phone?: “Shouldn’t you be tracking in the finest detail what people have to say when they call in?”

Bruce Nussbaum: Loyalty: “For companies that build a very loyal base of consumers, it may be important for them to monitor the edges, where a few people are saying things that contradicts the majority.”

I found the point of intersection interesting…