Best Buy employs a team of ten customer service specialists who monitor weblogs for mentions of the company, often following up with bloggers who complain about bad customer service experiences in order to rectify the problems.
The company’s vice president of customer service confirmed the team’s existence to InternetRetailer.com. One recent example, as cited by the site, was a customer who blogged about how his son had not received a plush penguin toy, as promised, with the purchase of the "Madagascar 2" DVD, and said he may never shop at the retailer again.
The team saw the post, and sent two of the penguins, free of charge, to the blogger’s son.
