Nowadays, however, customers are commenting everywhere, and all a company has to do is listen – electronically and humanly. Nonetheless, most companies still think of all the new technologies that I write about primarily as message-sending devices – ways to promote their brand, create an image, and sell their product.
但在今天这个社会，顾客的评论充斥着所有的信息渠道，企业只需要去倾听就是了 —— 不管是电信搜索还是人工采集。但尽管话是这么说，大部分公司依然只把我所提到的新技术主要看成是一种信息传递工具 —— 某条用来推广品牌，建立企业形象以及销售产品的路子。许多公司花费了大量的时间去监测顾客，尝试去识别他们，但花在顾客倾听方面的时间却少得可怜。