In the age of social media, customers have all the power. In the good old days, when a customer wanted to complain, they would speak with the manager, or call the 1-800 number on the back of the box. Today, they reach for their smartphone and @the brand while they vent on Social Media. This can be very dangerous for brands, especially as it can trigger a snowball of replies from other customers, causing irreparable damage.
In the age of social media, customers have all the power. In the good old days, when a customer wanted to complain, they would speak with the manager, or call the 1-800 number on the back of the box. Today, they reach for their smartphone and @the brand while they vent on Social Media. This can be very dangerous for brands, especially as it can trigger a snowball of replies from other customers, causing irreparable damage.