Marketers Love Conversation, Unless the Consumer Starts It†

Listening Gets You More Than Complaints -- You Get Positive Brand Association and Word of Mouth

Advertising Age, August 11, 2008 — If the consumer voice is so important these days, why are brand feedback, or "contact us," forms so get-out-of-my-face unfriendly?

I dare you to find a feedback form that winks even a quasi-friendly smile. And if you find one that allows consumers to truly communicate in their native voices — complete with links, photos, audio clips or videos — I'll eat my just-published book.