In an interview with TIME, Scott Broetzmann, President and Chief Executive Officer of Customer Care Measurement & Consulting,  explains the appeal of airing grievances in social media:

Even if you don’t get the response you want from the company, there are still upsides to airing complaints publicly online. “There’s a cathartic benefit to those kinds of postings,” says Scott Broetzmann, who runs a Virginia-based customer service consulting firm called CCMC, “and there’s also almost a good Samaritan motivation.”

Read the full article on Time’s website.

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