CHAPTER NINE
The World Has Changed—Internet Complaints
A new generation of consumers is shopping and complaining, and these young adults are different from their parents or grandparents. They are different because they are increasing their use of electronic media and even prefer using the internet to complain. Every passing day, customers and businesses alike have greater availability to the internet. It’s a more accessible, louder, and more prolific communication channel to complain on if customers feel they’ve been wronged or give praise if they are satisfied. It has undoubtedly changed how people complain—and depending on when and where the ...
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