According to the Boston Globe, C. C. Chapman wrote a complaint on his Twitter account about his nonexistent Internet connection when Comcast was unresponsive. Within a few hours of posting his complaint, C. C. had received communication from Comcast proper and his Internet was up and running.
“We’re in a world where one person, by their actions, can make a company look bad, and it can get echoed and amplified over and over again,” Forrester Research analyst Josh Bernoff said. “The power has shifted, [so] that big companies now have to be worried about one individual with a microphone called a blog.”
Other big-name companies are following this train of thought as well, including Southwest Airlines. Twitter is easily term-searchable and so is one of the most prevalent social-networking services, but other tools such as Facebook, MySpace, and blogs like these are being combed for feedback and candid case studies. Another cool example of this is Ohio-native Pete Blackshaw’s hybrid-car-saga blog, HybridBuzz.
