Believe it or not you have power in your fingers tips through social media.
If you’re a regular on social media then mentioning your favorite brands can be powerful whether the experience was good or poor. I’ve encountered a few poor experiences and each occasion I reached out via twitter. In most cases I received a response within a few hours and they have offered to resolve any issues.
It is a win-win situation. Any good manager will appreciate the good and bad. If the experience was not up to par hopefully the manager will provide an incentive to comeback.
Ultimately most companies don’t like bad PR. Generally large companies have social media teams that handle responding to customers. Information spreads very rapidly and it is crucial to resolve issues quickly before it escalates. Notably Comcast had disaster to clean up when one man posted his conversation with a customer service rep while trying to cancel his service.