In preparation for the Nuance customer event Conversations '08 https://www.conversations2008.com/controller.php?action=Default_Display - I've been talking to a lot of people interested in the impact of social media on brand and business.  Ben Popken, editor of The Consumerist www.consumerist.com will be joining us in a session at Conversations entitled "are they talking about you." I was introduced to Ben through Paul Gillin www.gillin.com who will moderate the session.  If you aren't aware of this site yet - you should be. It is a very active site where consumers post their complaints about customer care, where consumers can get access to corporate email and phone directories, and where consumers get together to share similiar experiences. Very powerful. Check it out - and see if they are talking about you.  More than ever, the importance of quality service and customer care goes beyond the operational metrics.  One unhappy consumer can influence many other opinions and purchase intent.