Instant, Public, Permanent
Remember the scene in the movie Titanic? The one where Jack is clinging to some flotsam and he says to Rose, "I don't know about you, but I intend to write a strongly worded letter to the White Star Line about all of this."
That's what we used to do back in the good old days when we were unhappy with a product or service. Back in the good old days like 2008 or 2009. Let's take a look at how a customer and a company interacted in 2008.