A customer feedback forum is not a brand new idea (see Dell Ideastorm), but it has been taken to the next level by Best Buy. 

Part crowdsourcing, part user community, part customer service – the customer feedback forum is now a must for any business with an online component, and many offline businesses. If you don’t build it, your customers will.

Fortunately it’s easier than ever to implement with outsourced providers Uservoice and Get Satisfaction. There’s no excuse not to do it.