Today’s Internet applications give customers the ability to formally and publicly review and rate products and companies with ease. When a formal review process is not accessible, online discussion forums, YouTube and Twitter, among the many, are widely used to express dissatisfaction. Simply Google “YouTube, Comcast” and see the impact one displeased customer can make to a giant corporation’s image. The home video of a Comcast technician sleeping on a customer’s couch has been viewed by over 1.4 million people. Your company...



