We help organizations benefit from the Internet by building and managing web sites designed to meet business goals. While the Internet expands the power of marketers, the same is true for consumers. The wired world gives unhappy customers more clout than in the past. Newsgroups, chat rooms and e-mail all provide channels for consumers to raise concerns they might have with a company, a product or service.
Many people take the idea as far as creating web sites to vent their concerns.
An example is badcustomerservice.co.uk operated by David Butland. The site details his efforts to reach a resolution. Another example is dedicated to the holiday industry . This provides a forum to ease the angst generated by all-night noise at your resort vacation destination, for example. While customer complaints on web sites represent extreme cases, it does reinforce the point that customer service that falls short of excellent is not going to be tolerated on line.