![]() ![]() ![]() It also illustrates the importance in the social media world of responding in the medium if you wish to make yourself heard. That will have caused considerable damage to United’s reputation and makes it an excellent case study of how, in the world of social media, one angry customer can combine with a bit of user generated content and the willingness of the media to report online stories to produce large amounts of negative coverage for a firm. This in turn triggered widespread traditional media coverage, with the result that not only has the song been watched all the way through to the end three million times, but in addition millions have read, seen or heard media reports about the story. The catchy tune, amusing staging and power of the underlying story quickly turned it into a YouTube hit. Failing to get a satisfactory response from United, he finally recorded a song and stuck it on YouTube. The story of Dave Carroll and how his guitar was broken by United Airlines has spawned a hit YouTube song, but it also holds a lesson for how best to carry out customer service in the world of social media.ĭave Carroll, a Canadian musician, flew with United Airlines last year and saw his guitar broken as staff threw luggage around. ![]()
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January 2023
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