I’ve written before about the impact blogs can have on customer service, and it appears that no one gets this better – no surprise – than folks whose business, as it were, is based on blogs. My colleague’s got his own Feedburner story here, but I’ve now got one to relate myself.
In a post from a week ago (which incidentally is in the running for the most popular of last month) here, I said the following:
Browsers:
Running about 7/8 to 1 in favor of Mozilla over IE. I can’t believe that I don’t have any other platforms, Safari, for example, so this data may be a bit suspect.
Less than two hours later, I got the following from Matt Shobe over at Feedburner (and I do have his permission to post this here, lest anyone think I’m violating my own blogging privacy policy):
Stephen,
Saw your recent post [ http://www.redmonk.com/sogrady/archives/000219.html], and just wanted to let you know that we should be cataloging successful Safari hits, should your feed receive them. In fact, I just hit your feed with my copy of Safari to make sure ;-].
We hope our statistics service has proven useful and insightful and welcome any comments/enhancements you may want to suggest. That said, we have some upgrades of our own design planned for the very near future.
Thanks for using FeedBurner,
Matt (& the FeedBurner team)
And you know what? He was right. Safari showed – 1 click – just as he promised. So this tells me a few things:
1. Feedburner is remarkably well attuned to comments and criticism of their product in the blogosphere
2. More importantly, they handle the commentary well. Not getting defensive, but engaging their users in an informal conversation rather than confrontational denial of problems
3. ALL of my web traffic, with just a few exceptions, is now Mozilla/IE, in that order. Interesting.
Anyway, thanks once more to the very responsive folks at Feedburner on a job well done.
