In an article today in the Boston Globe called "Hurry up, the customer has a complaint", author Carolyn Johnson cites several examples of consumers complaining quite publicly about products and services in their blogs and other social media options like Twitter.
"We're in a world where one person, by their actions, can make a
company look bad, and it can get echoed and amplified over and over
again," said Josh Bernoff, an analyst at Forrester Research
and coauthor of "Groundswell," a book about business and social
technologies. "The power has shifted, [so] that big companies now have
to be worried about one individual with a microphone called a blog."
