I witnessed a spectacular bit of customer service this past weekend, which made me appreciate the concept of following up as a customer service tool.

I wanted to share this story, because it impressed me. Firstly, I am a data junkie. I have learned to love reports, but I know that I can be flooded with information which is useless. Sometimes finding that nugget of information and its importance can be hard. For example, I have an ad running on one website, and the click through rate is not all that great, but I noticed that searches for my name and phrasing in the ad has increased since the ad has been running. There may or may not be a correlation; more data is needed. And there is my problem ladies and gentlemen: more data. This causes me to search out ways of obtaining more data.
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