Last week, smart PR blogger John Wagner (On Message) had a great post about monitoring blogs  Use PR Sense when monitoring blogs. He pointed out, rightly, that not every comment merits a response. Sometimes, many times, what a company can learn by monitoring can be just as valuable.

Today, Washington Post has a front page article that provides two examples of companies (ConAgra and HP) that have done just that: paid attention to customers’ online comments and made smart business decisions as a result. First seen on The Bivings Report.