The BoD of any company should dismiss any management that doesn't arrange to actively seek out the freely available customer feedback on the Internet in forums like these and integrate it into development plans.
You would do it for your little business, looking at what people say about your work, and there is more reason, not less, to do it for a big business, where you would have the resources to fully delight your customers. The business that care this way will have dedicated followers; the businesses that don't will have ambassadors of bad will.
