It's interesting now that businesses have to be more aware of how they treat individual clients. Previously, it didn't matter as much to the company if a client "got the shaft"; even though they may spread the word to some friends, the reach was relatively limited. We've all heard that "the squeaky wheel gets the grease" - now, the squeaky wheel is so much louder and will reach so many more potential clients. I think this is a good thing. I personally always want the client I am working with to be satisfied, or at least aware that I did everything within my power to address their issues. Now - to read the article about how GM is using this data, so I can see how I can use this at work! Thanks as always for the insights.