Here’s a nice story about people power, the reach of the net – and how you need to give authentic service if you want to protect your brand.
I was quietly working away in the office yesterday morning, with the radio in the background, when the mention of United Airlines and a song about customer service caught my attention. 
The song may not be your cup of tea – but it tells a story of customer frustration which we can all relate to. The Canadian folksinger – Dave Carroll – had an unfortunate experience travelling with United Airlines last year, which resulted in one of his guitars being broken due to rough handling by ground staff.
Dave then spent months trying to get United to simply pay for the damage caused. He ended up being told no. As a musician, he said to the last person he spoke with, that he would write not one song, but 3, about his experience with United – and put them on the net for anyone to see.
He did, and here’s the first one.
Have a look – then I’ll give you some statistics and a bit more information about how quickly the song has spread.
Enjoy.
Now, some statistics for you.
This video was posted on YouTube on July 6 – Canadian time.
I heard it on July 10 (Australian Eastern) around 11.00am on AM radio in Sydney. And, they played “united breaks guitars” - not once but twice in the morning program.
I then checked out the song on You Tube at around 4.30 pm yesterday – July 10.
It had received over 900,000 views – in just a couple of days. Continue Reading…
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