How social media are amplifying customer outrage

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http://www.cnn.com/2011/TECH/social....utrage.taylor/

[derf]

That article is a load of BS. It just gives people a place to vent that is more in the open. Instead of me being able to complain to my neighbors that netflix is raising their rate, not I get to put my complaints in front of the whole world. Its nothing I wasnt already saying, just a better forum

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It's not BS. People's rather public "feedback" had changed policy.

The Internet has shifted the balance of power, and given consumers a voice.

Companies either get used to having a dialog, or suffer the consequences of turning a deaf ear.

Call Netflix. Ask their PR guy if this article is bullshit.

[derf]

No, because depending on the company they just ignore the complaints and drive on. Just look at comcast, everybody gates them everybody complains online, but they atte doing just fine

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Well, cable companies kinda have monopolies on service areas, and tend to operate with relative impunity, although of late, satellite and net services have reduced that monopoly considerably...although if you get your net media via your cable modem, you're still paying the piper.

See, they kinda know that, and that's why they're so arrogant. This doesn't necessarily carry over to all other forms of product marketing, though, Fred. I'll agree some turn a deaf ear, but the Internet has toppled governments. It can seriously fuck a company up if it's not careful about its PR.

*Cough* News Corp *cough*.

[derf]

I dunno, I guess I just see too many online protests go nowhere that I am convinced that they don't work as well s they are portrayed on the news.

I also don't know anyone on twitter, and have only ever looked at the site out of curiosity.

By the way, don't buy bp gas this weekend, they leaked into the environment again, and pirelli tires are bad because some dude in missisipi had a bad experience on a set of tires that lated him 10k miles, also don't shop at trick tape because they took a week to send me my order.

See my skepticism about this article? The only part I truley agree with is the last 2 paragraphs

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I hear you, and I give you that complacency tends to temper any real affect that this kind of thing can have...but every now and then it's felt at the top, and it matters. The web has evened the odds, that's all...and I agree that's the case (and it's the case the article makes).

[derf]

Ok, so to clarify where we met in the middle, social media opens doors for consumers to vent their frustrations with companies and government entities if enough people feel compelled enough to take action AND the companies or government entities are receptive to the complaints.

In netflix case, it wouldn't surprise me to see them try to wait out the complaint phase, lose some customers while being that the majority of people will just suck up the price hike and continue to pay the monthly fee

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The business model of "what can we get away with?".

Fucking brilliant, no?

Whatever happened to customer service? Remember that shit?

Good times...

[fujimoh]

The only thing Netflix and any mega corp understands in money. When enough people stop spending money with them, they will change