“What’s impressive is how much direct feedback the people at Tom Bihn actually take into account in this interactive environment. It is not uncommon for company staff to post a teaser about an upcoming product or ask people for opinions about specific features about upcoming items, with a photo or two. At that point, the loyal readers respond with honest feedback, and there can be a lively exchange over the merits of various features, until the designs are tweaked to better meet customer requests.”
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Travelite: Good travel-related customer service in this day and age?
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