In the Age of the Internet Customers Can Not be Ignored

Twenty-five years ago, companies that gave failed to live up to a customers expectation would often receive an angry letter from the customer. Their customer service department could ignore the letter, and that would be the end of the story. The customer might tell a few friends. For the most part, large companies like airlines could get away with delivering poor service. As consumers, we had little power to hold them accountable. But with the