Beware if your service sucks

Watch this and read Amy Mengel’s commentary over at Social Media Today. Here’s a music video from Dave Carroll, a guy who had his expensive Taylor guitar broken during a United flight. He worked with United for months to get a resolution to no avail. So instead of getting mad, he got even. Watch carefully as he even names the employee at United who finally told him no.

As of this writing there have been over 1.3 million views and over 8,300 comments. Let’s do the math. The price of a Taylor Guitar can be upward of $3,000. What do you think the cost of just the damage control from this video has cost United, let alone the worldwide negative publicity, and the thousands of people who will think twice about flying the friendly skies of United?  It would suck to be the head of PR for United right now. This is definitely a Worldwide Rave that United does not need. OUCH

And then here is a completely different approach from the raving fans of Southwest Airlines. As of today it has 1.8 million views.

David Daniels

David Daniels


(0) Comments

Looking for the latest in product and data science? Get our articles, webinars and podcasts.