A comment from Sean Woodruff on my post about angry customers:
"Here's the problem. There are two sides to every story.
The customer isn't always right and if customers start blogging about everyting they don't like, companies will counter with blogging about the customer. Then we'll just have a bunch of useless blabber blogs.
In the end, of course, the cost of the blogging about customers will just be passed on to the customers."
Good point, Sean. I would just add that if it becomes a two way street, which I agree could happen very easily, that's OK also. We basically have that right now in the form of the Better Business Bureau.
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