The Washington Post looks at how upset customers are no longer content to tell their neighbor, they’re out to tell the world with videos and blogs.
“This has been a wake-up call for these companies,” she said. “The day where you send a little letter to the CEO is over. In the age of technology, you have to be even more careful of how you treat your customers because you don’t know where they’re going to go. Now everything’s out in the open.”
There’s no doubt that voicing your complaint via a blog, is a powerful option right now (hence companies asking us to monitor their reputation). That said, it will be interesting to see at what point we start tuning out those that complain via their blog. After all, it takes less than 5 minutes to create an anonymous blog and make-up negative stories about a company. There’s no accountability and often no clue as to the perpetrator.