THE EMPOWERED CONSUMER

Too often I hear from people who feel beaten down by a business they have a gripe with even though they’re actually in control—only they don’t know it. In this chapter, we’ll take a look at how social media has leveled the playing field between consumers and businesses. We’ll also meet someone who makes her point by lower-tech means, and another who can tell you how to get a fair shake when you’re dealing with an insurance company.