Breaking with tradition

Bob Barrett

Not too long ago, consumers had little recourse when seeking satisfaction after a bad product or service experience.

Breaking with Tradition

Bob Barrett

Not too long ago, consumers had little recourse when seeking satisfaction after a bad product or service experience. A terse letter to the company or a chat with a beleaguered customer service rep was among the limited options. On the flip side, satisfied customers were similarly limited in spreading positive news. But in today's digital world, consumers are more likely to troll the Internet in search of a venue to vent or a forum to flaunt - a Web site, blog, message board, or other platform based on user-generated content.

The ongoing emergence of...

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