Hey, my wife doesn't understand me. There are two reasons for the poor communication between e-businesses and their customers. First, online companies are slow to change from their traditional views and have yet to develop the will and the tools to really listen. Second, customers have decades of experience that has taught them that companies are terrible listeners. While online customers are starting to realize that they do have a voice, they're not talking directly to the companies.
Old habits die hard.
Once bitten, etc. They won't take any notice of what I say anyway. As a result, your online business has to do two things. Second, earn your customers' trust, and take the time and make the effort to encourage them to talk with you directly. And not with third parties.