Social Media Levels the Playing Field Between Business and Consumer

General Mills, Macy's and Sallie Mae all learned the hard way how angry consumers on social media can quickly damage a reputation.

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There is no shortage of missteps and gaffes online, from both users and companies. And since social networks provide both a mouthpiece and an amplifier for consumer complaints, it doesn’t take much to damage a reputation online. Any user, with a significant complaint, can send a whole company into panic.

General Mills recently announced that by liking their Facebook pages, consumers essentially waived their right to sue the company. After a significant volume of tweets, the company completely reversed its decision.

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