The power of consumers with Internet

Internet has given the space to participate, share and express opinions about what people think, feel, like or in some cases dislike, those last cases is what I´m going to talk about in this post.

When people is not happy about a product, service or a company they may use Internet as a platform to express their opinions.

In the US, probably most of the people will use Yelp to rate a business, which was founded in 2004 to help people rate local businesses, to find the best ones. “Yelpers” have written over 11 million local reviews.

Some people are too frustrated and they found obsolete the average complain so with a little more of creative they´ve transformed the ordinary complain into something cool, something that can easily rank number 1. Below you are going to see two examples:

United Breaks Guitars was a song created by Dave Carroll after united airlines brook his Taylor guitar.

Dustin Curtis was frustrated with American Airline´s website so he took part of his time to redesign the company website. He received thousand of comments, including from formal company employees.

From the point of view of a company, I believe it´s fundamental to provide an excellent service, which is not always possible or it is, however what means excellent could be different for different people. In the case that an excellent service was not provided it, the company has to listen the person who is complaining, if the consumer is right the company has to solve the problem and give their apologizes. If the company believes the consumer is wrong, what is the first example of this post, they have to give them their reasons, taking the risk of the future actions, of a more frustrated consumer.