Customers have always been fickle, but never before has it been so easy for them to channel discontent into social-media campaigns with potentially disastrous consequences for companies. In The Conference Board Review cover story, “Anger Management,” writer John Buchanan explores how technology has helped spur “a massive power shift,” emboldening consumers to express their outrage. Still, counsels Buchanan, there’s plenty that organizations can do to keep their customers from turning on them.