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MEMO TO CORPORATE AMERICA: CONSUMER
VIGILANTES GROWING
Feb - 2008 - Meet today's consumer vigilantes. Even if they're not all wielding
hammers, many are arming themselves with video cameras, computer
keyboards, and mobile devices to launch their own personal forms of insurrection.
Frustrated by the usual fix-it options—obediently waiting on hold with Bangalore,
gamely chatting online with a scripted robot—more consumers are rebelling
against company-prescribed service channels.
The picture above is of real consumers who fought Cingular, Comcast, and U.S. Airways,
making these companies realize consumers are not going to take it anymore.
Source: BusinessWeek
VIGILANTES GROWING
Feb - 2008 - Meet today's consumer vigilantes. Even if they're not all wielding
hammers, many are arming themselves with video cameras, computer
keyboards, and mobile devices to launch their own personal forms of insurrection.
Frustrated by the usual fix-it options—obediently waiting on hold with Bangalore,
gamely chatting online with a scripted robot—more consumers are rebelling
against company-prescribed service channels.
The picture above is of real consumers who fought Cingular, Comcast, and U.S. Airways,
making these companies realize consumers are not going to take it anymore.
Source: BusinessWeek
