“The old saying “the squeaky wheel gets the grease” has never been more true in the social age. The Empowered Consumer has quickly learned that airing complaints on Twitter can quickly lead to a passel of freebies.
Most brands have been the subject of social media ire. This stretches back to the campaign waged against Dell by Jeff Jarvis in 2005. He badgered the company so much that it ended up changing policies in response. Dell is now considered a leader in social media customer service. The social media outrages since then are too numerous to list. It seems like just about any brand can be caught up in a firestorm, putting most on guard for anything that could incite the social masses.” More>>>