Personally, I’ve used social media to spread the word about good AND bad opinions of brands. My good experiences have always been enhanced when the organization engaged in a conversation with me, and therefore, I’m more likely to share positive feedback and seek their brand again.

My bad experience involved a company that actively uses Facebook and Twitter. I blogged, tweeted and Facebooked my situation and clearly stated my issues… And got nothing in return. I know they heard what I had to say, but they chose to ignore me, and in doing so, missed a huge opportunity to mend my image of their brand.