2007: The year of the empowered customer

02/27/2008 | Bloomberg Businessweek

Irritated customers took center stage in 2007 by finding creative ways to air their complaints, from broadcasting them on YouTube to blogging or firing off e-mails while waiting for hours on runways. Rather than addressing their problems through conventional means -- speaking with offshore call centers or chatting online with a robot -- consumers are using guerrilla tactics to express their dissatisfaction with companies.

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