<DIV>Amazon is the only company I ever saw in a few years that understands how to handle feedback. Feedback is the thermometer of a company: it lets you know how things are going, discretly and without disturbing when everything is OK, alerting you with fever if there is a problem.
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<DIV>Most companies hamper feedback (through all way you can think of: hiding mailto links in small print after 36 clicks; or even forcing people to write in forms; or even providing no way at all). Amazon helps it, requests it, answers it (quite fast, friendly and efficiently). First time (a couple years ago) I was so surprised to see a so fast answer that wasn't stupid as usual, I wrote back at once: "So fast, it can't be anything but an automate; so unsilly, it can't be anything but a human; so please tell me!" and I received at once a charming very small message with a grain of humor about it. Typically american (excuse me but being short is extremely difficult for French people - particularly when born in Marseille as I am!).
