There was a time when a consumer who received bad service or felt they got a poor deal, just had to swallow it down. No longer. Chobani's experience in the US and British Airways' on the receiving end of a promoted Twitter campaign have just learned to their cost, that consumers are no longer forced to be silent.
Even more reason than every to learn what superb service is – and faultlessly put it into practice. Because suddenly – punishing big brands is easy.