martinibuster - 1:38 pm on Jul 15, 2013 (gmt 0)
NYTimes reports on an academic study [bits.blogs.nytimes.com] of an ecommerce sites reviews revealed that many of the registered customers, actual customers, were writing negative reviews online for products they had never purchased.
• I should have read all of the negative reviews before ordering. Please bring back the old style.
• I ordered this item over your Web site. Why is it that good designs are always changed? Please go back to the original.
• I am on a “Made in the USA” campaign and so am returning this item. Please stop importing.
The cranky customers are acting, the study concludes, as “self-appointed brand managers.” To put it another way, they are venting.
...What seems to be the voice of the masses is the voice of a self-appointed few, magnified and distorted.