Satisfaction weighs in on the "Digg Revolt"

SF Chronicle: "User revolt at Digg.com shows risks of Web 2.0"
by Verne Kopytoff
May 3, 2007

"Thor Muller, chief executive of Satisfaction Unlimited, a San Francisco startup that hopes to provide companies with online customer service run by customers, believes that the so-called mob has a lot to add to a business. But he added that companies make a mistake when they act unilaterally, as Digg did when it decided to delete posts without asking for feedback.... (more)"