As a consumer I have any number of ways I can complain/feedback about the experience I have had with a company’s product(s) or service(s) including:
- Phone call
- To my friends, family, acquaintances
- On my blog
- Via twitter
- Third party sites such as Plebble, ComplaintCommunity, GetSatisfaction, Qype, Yelp…
The big difference between the first three and the last three are that the first three essentially take place within a private space, between me and the company or those who I choose to tell. While the last three take place within potentially a very public medium.
What is the impact of this on a company?
Not only does a company have to contend with the fact that someone can complain very publicly, they now also have to contend with the fact that someone can complain almost anywhere they want. In a sense, a company now has to proactively seek out complaints, as well as be reminded of the fact via Twitter alerts that someone has just complained about them or that they have yet to deal with that complain.