Social media, in its many forms, has seriously broken down some of the walls between companies and their user bases. In the past, if you had problems with your Samsung phone, you’d be taking things up one-on-one with some random customer service rep, and if things didn’t work out they way you liked, there was not much to be done about it. Today, users post their complaints on Facebook or Twitter for all to see, and to an extent, taking these private issues public has created a greater incentive for companies to resolve them. On the flip side, this direct line to customers gives ...
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