Interesting times in this modern world...paying someone to monitor electronic media for comments about the company. Guess there are some new job descriptions out there in this twenty first century world...

With the speed and capability of modern internet comm, I guess it certainly makes sense.

Bottom line is the consumer has so much more real time info now than before...it makes it very difficult for companies to compete on reputation alone. It is very easy now to grab data, reviews, and customer feedback from a variety of sources.