Dutch social media company TNS Nipo conducted a research study into 2000 social media complaints made across 10 industries. The aim was to explore who complains, why, and how complainants want companies to respond. Here are some of the answers: - 71% post their complaint online as a result of failing traditional customer service. This message was repeated by our other speakers during the seminar. - Brands need to monitor the wider social web to find out where their customers are posting: 10% of people post to review sites, 12% to forums and 2% to blogs. - Consumers choose to complain on specific channels based on their motives. For example, those seeking vengance post to a social network, rather than the corporate website. Get the full story at Our Social Times