This is an impressive about face from Bank of America, and I commend them. It was only one year ago at the Forrester Research Financial Forum in NY, that I heard senior BofA people state they would listen to online criticism, but not participate because of the risks. A small toe in the water, but its a start.

Bucking tradition, firms increasingly let customers vent on corporate sites – The Boston Globe

“We felt that in the offline world customers communicate with other customers about our products and services, so why not allow them to do it in the online world?” said Tara Burke, a spokeswoman for the bank, which has 303 branches in Massachusetts, including 202 in Greater Boston. “We wanted other customers to learn from each other the good and the bad of our products and services.”