If a shop assistant was rude and the price a rip-off, the unhappy customer - especially the young one - will 1 to slag off that company. The 2 over the last few years. Thomas Brown, of the Chartered Institute of Marketing, 3 that big companies had 4 a "controlled" conversation with customers 5 - and for a long time, unhappy customers could only express themselves through letters or 6 . But with the internet, it's a whole new ballgame[完全不同以往的局面]: 7 ? Brown continues: " 8 that you could have a groundswell[(群情)高涨] of customers talking to each other and, 9 , it can 10 very quickly."