Web 2.0 Empowers People, Especially Angry People

Our focus in this blog is really on internal deployments of Web 2.0 or social media technology (aka, Enterprise 2.0), but we do digress to comment on the broader aspects at times. This is one of those times, but I'll keep it brief and simply refer you to a post on my personal blog, if you're interested:

PlentyOfFish.com Sucks at Customer Service

You see, just as social media enables people to share, collaborate and communicate to benefit the enterprise, it also empowers angry people by giving them a platform to complain, loudly, when organizations treat them badly. I'm the "super empowered angry customer" (thanks, Keith Dawson) this time, but I also use the case to illustrate larger lessons about customer service.

If you're interested take a look. If you're looking for a dating website, now you know one to stay away from.