social media is for venting

by , Feb 28, 2011, 7:20 PM
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"People who have a negative experience with a brand tell four times the number of people [on social media] as people who have a positive experience with a brand," according to Optimedia CEO Antony Young.  This seems entirely plausible, especially when customer relations is lacking: basically complaining (bashing a brand) provides a psychological release which the consumer is denied elsewhere when they can't get their problem addressed.

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