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Social media are mighty sword for unhappy consumers

Published 02/20/2012, Star Tribune (Minneapolis)

Businesses are grappling with a new world, thanks to social media and increasingly popular review sites such as Yelp. The dynamic has even forced the traditional avenues of consumers' complaints to lay it all out in the open. Next month, the Better Business Bureau of Minnesota and North Dakota will start publishing entire complaints online, something it has never done before.

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