In this article by the Star Tribune it claims that social media has come a long way and is very powerful now. Social media has opened the doors for unhappy consumers to voice their opinions. Rob Shields tweeted about his not so great experience with Delta airlines and within minutes was given a reply with the company apologizing to him and offering to book another flight for him. Companies are finally starting to look at social media as a source for their business. If someone is complaining on Twitter of Facebook it could have a negative effect on their business. Rob Shield said that he would rather get opinions from real people like him then the BBB because its normal people like him that experience the business services. Social media is growing and it is a big part of people's lives now. When people are not happy they tend to voice their opinions and frustrations on social media sites and businesses are recognizing this and using it to improve their customer satisfaction.
For unhappy consumers, social media are mighty sword
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