From Anatomy of the new customer complaint meme:

“Delivering shoddy service or selling defective products happens, but there’s nowhere to hide from unhappy customers who use social media to highlight a problem you’ve created and refuse to address.

If the story pings its way across enough blogs, the traditional media quickly notice and happily amplify the story.”

What happens when organizations with poor customer service practices meet the power of the customer on the internet? Can they learn the important lessons in time?

June 6th, 2007 by Jeremy Sisson | Trackback