How do you deal with a really frustrated customer? Do you just hope they'll go away or do you make your best effort to try to satisfy them with a mutually agreeable outcome? The internet has given consumers a voice that you, as a vendor, cannot compete with.
Large companies are getting smart about getting community feedback, and companies like Communispace are giving them ways to get customer feedback real time and in the market research phase. So they are being proactive.
But what about you? How will you react when a customer gets mad and posts information about their experience with you? How will you avoid the situation in the first place? Make sure you know the answer before it happens - because it will.