See this link http://www.today.com/video/today/56983495#56983495
It was interesting to see on tv this morning a report about how social media has changed the way we complain about things and the way customer service responds. This is another example of how social media has impacted the written word. Just by posting a complaint, it becomes an amplified complaint for the world to see and the response can no longer be given to the individual but must also be given to the world. Customers have the power and must be listened to.