Somebody else is running your help desk

Oh yes:-)

I can now complain in different ways - video, audio, blog, forum, microblog, and on any number of third party sites - Twitter, YouTube, AudioBoo, Plebble, ComplaintCommunity, Facebook, and there is even a complaint aggregator - Amplicate.

Social media has given all of us the tools of engagement, enabling us to be far more inventive, novel and vocal in expressing our displeasure when a company has simply got it wrong.

Really well put. All change: The four trends reshaping customer service