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Get Satisfaction as a Protection Racket

Jason Fried looks at Get Satisfaction from the perspective of a company that already has their own customer support infrastructure:

They also have a certificate-like customer-company pact agreement that they’d like you to sign. And if you don’t, they’ll make an outlandish claim about your lack of commitment to your customers. […]

Can you believe that language? “37signals has not yet committed to open conversations about its products or services.” WHAT?! We haven’t committed to open conversations about our products or services because we haven’t signed Get Satisfaction’s pact on Get Satisfaction’s site which generates Get Satisfaction’s income? That’s awfully close to blackmail (or a shakedown or a mafioso protection scheme).

Tuesday, 31 March 2009