I sometimes express angst via my @aneesha twitter account, never thinking that anybody takes notice of what I choose to complain about. I was surprised to realize that the @safaribooks does indeed listen. The story begins with me being given access to a book I really wanted to read via Safari Books Online. In all honestly, I could not get comfortable with reading the book via the web-interface that Safari Books provides. It was hard to scroll between pages, the font rendering was blurry, and I needed to be online while I read the book. This all gave me a headache which prompted me to tweet - “Safari books - your web-based e-book reader with crappy font rendering has given me a headache.” Not my best articulation of a problem but I have an excuse - I had a headache. I really did not think this feedback would go any further but the next day @safaribooks replied with “@aneesha A headache is no good at all. I will share your feedback with our product management team.”. Now that’s pretty impressive and proactive customer support. …which gets even better when I then receive an email from customer support wanting further details of my issues. So thank you Safari Books for actively seeking to improve your product and monitoring sentiment via twitter feeds even though I wonder how you got my email address.