Sites like This is Broken are proof that right now – and more so in the future – you’re not going to be able to get away with not taking action when your customers speak. The site points out simple things that are ‘broken’ – whether it’s a picture that isn’t large enough on Amazon’s website, or a sign that doesn’t make sense in a small convenience store. Many of the examples are American, with a few British ones. But the general concept is brilliant and simple.

This kind of stuff is bad publicity, that can easily be turned to good publicity. How? It’s obvious; if one of your customers has taken the time to post something about your business, then fix it, and let that person know!

No-one expects businesses to be perfect 100% of the time. But with sites like this, they increasingly expect businesses to listen to their customers, and then take action. The most important thing is action.