10 From a Whisper to a Global Shout
Today we are in the unique position of having to deal with a louder, faster, and more prolific communication channel for consumers who feel they have been wronged: the Internet. John Prescott Ellis, former media columnist with the Boston Globe, wrote what has become the most compelling statement about the Internet in today’s world: “The internet changes everything it touches, and it touches almost everything.”1 It certainly touches how people complain. Any complaint posted on the Web is accessible to anyone sitting ...
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