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Marketers love conversation, unless the consumer starts it

Advertising Age, August 13, 2008
Even though marketers say they value the consumer voice, brand feedback and "contact us," forms are rather unfriendly. They are one-dimensional and only allow for written comments. You never see a feedback form that allows customers to post links, photos, audio clips, or videos, for example. And in some categories, such as healthcare or pharmaceuticals, you are lucky if you even see a contact-us form.