Wednesday, November 28, 2007
That's how Mark Twain began a letter to the Hartford Gas and Electric Company. If he were writing today he might vent his anger on the web. Bob Garfield (the host of NPR's On The Media) has a terrific article in Advertising Age (http://tinyurl.com/2qxbty for the WWU community, not free to the public) about the blog he started, ComCast Must Die! and about other websites that express consumer rage. As a complainer named Jeff Jarvis says: "If you go online and type in your search engine '[any brand] sucks,' you will find the real Consumer Reports." Ben Popkin, who runs The Consumerist, says: "The determinant of who gets heard is not who has the most media dollars but who has the most interesting things to say."
It is a good example of how the Web is changing the way corporations have to do business. Garfield calls it Listenomics, and he is (of course) writing a book on it.
WARNING: As might be expected, some of the complainers use bad language.