Customer Service In The Social Media Era: Complain Publicly Or Get Nothing

The power of social media to allow an aggrieved customer the ability to reach a quarter of the Earth’s population with a single post means companies offer tremendous concessions to customers to avoid negative social press, but are they inadvertently promoting the very behavior they hope to stop?
Source: FS – Social Media Blogs 1
Customer Service In The Social Media Era: Complain Publicly Or Get Nothing