Lesson of the Day: Beware the power of the Internet. You are never too big to withstand the power of negatige publicity. United Airlines is quickly facing this reality as the little guy, namely Dave Carroll and his Canadian band called Sons of Maxwell, is fighting back after receiving little interest in their plight after one of the guitars was damaged by baggage handlers. After trying to get satisfaction, the band took to the Internet via YouTube and now has become an overnight sensation. The band has produced two songs and several videos aimed at United. I must admit, the songs are catchy.
The video and the attention it has garnered signifies a new age of customer power. Customers are shaming companies into giving respect and attention to their needs. Viral marketing can be both positive and negative. Companies of any size must take note of this. Negative customer service spreads faster than positive.
You can find the video on YouTube at:
The full story can be found at www.davecarrollmusic.com/story/united-breaks-guitars
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