I agree with AT&T’s approach to interact with customers. To ask for feedbacks on the face-book is a high efficiency way to get the comments, however, it is more risky to expose the bad side of the company to the potential clients. I think intervene is better than interrupt. Properly response the negative comments are always important, rather than delete the complaints or ignore them.
The benefits of intervene are that customers can feel their voices have been heard, and the company gets chance to save their reputation. To hear from customers’ comments can help company to fix the exits problems and to improve the products or service. In order to satisfy the customers’ needs, company ought to have a positive attitude to communicate with customers.
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