I've always wanted to ask people who work in customer service this question.
When you're a customer and you have a terrible experience, sometimes a manager or customer service rep will take down the name/description of the person who treated you poorly and then promise to "follow up with them" or "address it at the next staff meeting", etc. I'm particularly thinking of the time I posted on Yelp and the restaurant posted back, stating that they were sorry I was treated that way, and that they would like to know the particular person. The cynical part of me says that they just did that because our messages are public, and it might impress other potential customers.
Now, is that sort of thing for show, or is it genuine? After all, I have no way of knowing if any sort of "follow up" happens at all, and in theory the promise to follow up/deal with it is enough to placate an irate customer. The other instance I can think of is when a pizza delivery driver was extremely rude to me, I called and complained, but then the next day (Yes, I ordered two days in a row, I was moving/didn't feel like going out) they sent the exact same guy, so obviously the manager didn't care *that* much and may not have spoken to him at all.