It is so right. I was trying to explain this to companies for the last 10 years (unfortunately not in these 6 simple words). Internet put the Customer Service process in front of all our customers, and social media become the new catalyst for customer service experiences (to spread faster on the internet).

Today, all the research reports that highly influential consumers are using social media channels to share their personal customer service experiences and learn about others’ care experiences when making purchase decisions.

You can also see one of these researches at; SNCR Study, 2008.