The High Price of Not Listening
http://www.asktog.com/columns/068priceOfNotListening.html

Tognazzini, Bruce
Nielsen Norman Group
2004

Abstract:

Ever visited the website of a company with a glaring error either on the site or in their product, only to discover that they have successfully sealed themselves off from the world, so you can't report it? Sure you have, and it's not only causing you frustration, it's costing that company real money.