Agreed. It is a differentiating feature (see: Amazon/Zappos/Apple Store), and an important source of information for product development. And certainly, not eve

Agreed. It is a differentiating feature (see: Amazon/Zappos/Apple Store), and an important source of information for product development. And certainly, not everyone can do it well. I can see Customer Service being the starting point for Service Designers and integrated with that department.