Unformatted text preview: Ganim Nora Barnes, senior fellow, Society for New Communications Research. It is very interesting to me that the participants of the study find these online outlets to be useful in giving consumers a voice but they don’t feel that businesses are listening to that voice. A possible problem with this study is that they admit the participants are “active internet users” already so the validity of the study is questionable. Another issue is that the study was sponsored by a company whose business it is to help other companies take good care of their customers. It seems like a massive conflict of interest to have a study find that consumers care about a company’s customer service when the sponsor of that study makes their money from helping other companies with customer service interactions. The article never tells you the actual age range of the 300 participants but simply implies that they are 25-55 among other things....
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- Fall '08
- customer care, Dr. Ganim Nora Barnes, highly desirable consumers