Some recent tweets and comments from folks sparked my 'serial complainer' tweet a few weeks ago. You know the folks that are always putting 'fail' on tweets, complaining about how a company just doesn't get it, or they are tired of receiving poor customer service.
I think part of it is a shakedown racket (more on that in a second), but ultimately interactions with a person or a brand are a two way street. Maybe the reason you always receive poor service is because you're a jerk and love to complain first, ask questions later.
Ok, let's get to that shakedown thing. A 'social media expert' posts a tweet or a blog about how a company 'doesn't get it', this of course causes said company to genuflect and 'reach out' to the 'expert'. Low and behold the company becomes a client. Now I'm not saying I've seen it happen...ahem.
Visitor Comments
I see your point on the whingers (especially on Twitter), but I think this is really a very small, vocal, minority.
I saw a stat the other day that 83% of Yelp reviews are 3 stars or higher. I remember seeing similar stats from Travelocity.
The majority of people are decent and like to reward good behavior imo. Within the SM echo chamber there's a bunch of folk with inflated self-worth, but I don't see that trend hitting the majority.
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