12/1 Class

We began the lecture by talking about the final project.  We then went into more detail on buyer-seller relationships and analyzed customer service.  We discussed how companies would rather have dissatisfied users complain rather than silently switching to another brand.  Complaints can be positive in that they can help address a particular issue, they provide feedback, and in some ways give firms free market research.  However, too many problems point to a flaw in the company.  This led into a conversation about bloggers who post about these things and how negative opinions can become widespread if a representative from the company doesn’t address the issue at hand.