Proactive monitoring of customers means identifying and addressing customer needs, trends, and issues before they occur. Every month, TRAVELOCITY, one of the leading web travel sites, reviews 30000 coutomer surveys, 50000 e-mail, and notes from 500000 phone calls! By using special software from Attensity Corporation that quickly analyzes and identifies trends in mountains of text-based data, it found that costomers who purchased airline tickets on their website were blaming Travalocity when airlines canceled their flights. As result,Travelocity's website actively prevents this problem by steering steering customer away from flights with small flight loads that have sold only a small portion of available tickets.