In July I blogged about how powerful social tools are and how they can be used for good and bad. The post, The Power of One Complaint, is one of the more popular posts on this blog and focuses on a video created by a very unhappy United Airlines customer.
Musician Dave Carroll’s guitar was broken during a flight and he created the following video to complain about it:
The video has been watched almost six million(!) times in the last four months. But the story continues…
Dave created a follow up video:
And a slew of others joined the bandwagon (sorry, couldn’t resist that). There’s the response from Taylor guitars, allegedly one from United representative Ms. Irlweg and even Hitler seems to be upset.
This parody was one of the better responses:
But still the story doesn’t end, at this point I’m actually beginning to feel sorry for United:
There are so many lessons here but in short:
1. Anyone can hurt your brand
2. Get involved in social commentary, it might be about you
3. Google Alerts help you get involved as early as possible.
Sign up for Google Alerts today and create alerts on your name, your competitors name, in fact anything that’s important.
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Steve – the clip from Downfall is superb? It needs a wider airing!