Read good ONE articles in Czech Business by Irena Fuková. First article: “If you listen, they will come…” and in the second article:

“Though Engeseth promotes thorough communication with customers, he has criticized the consumer complaint phone lines some companies, such as hotel chains, use as being counterproductive. “The consumer phone lines only teach customers to complain,” he said, adding that instead companies should establish links with satisfied customers to get feedback and ideas and, at the same time, create sort of a family of fans. Soliciting only complaints usually results in criticism that’s unconstructive.” Consumers fine-tune companies