Crowdsourcing is a new term and a possibly a new emerging trend. The basic premise is to tap into the vast wisdom of the general (or specifically skilled) population to funnel the best ideas to the top and execute them. It is also being used in the Customer Service arena.
An unbelievable scenario is percolating between Toronto, Canada transit riders and the Toronto Transit Commission workers resulting in a social media battle between riders and unionized workers. Add in a sex scandal by the chairman of the Toronto Transit Commission and you have the makings of a customer satisfaction twitstorm.
Quoted in an article in
Six Proven Steps to Improve Customer Satisfaction