Social media offer new outlet for complaints - Business - The Boston Globe

Socializing change

“There was a time when big corporations could do whatever they pleased even though there might have been millions of discontented consumers,’’ said Paul Levinson, a professor of communication and media studies at Fordham University in New York. “What social media has done for the first time in history has allowed consumers to instantly share that discontent and do something about it. What has been clear is that what happens online has a palpable effect in the real world.’’

Bank of America’s turnabout follows Netflix Inc.’s decision in October to reverse course on its plans to create Qwikster, a separate DVD rental business, following a swarm of negative opinions online.

Social media offer new outlet for complaints - Business - The Boston Globe