Before if one customer receive poor service it will take time before they can tell everyone about it. When the opportunity comes, the emotion might had cooled down and the unsatisfied customer might have chosen to forget about the bad service experience. But in our time today, with the aid of social networking sites like Twitter, that particular unsatisfied customer would have tweet his friends about the situation as it happens. Think of what negative feedback would cost the business. Whole article on the link below.
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20090529-032426-Twitters-Role-in-Customer-Serice
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