Written by Joe Natoli.
Posted on December 2, 2009.
Filed under Web 2.0, branding, social media, user experience, wisdom.
Tagged dave carroll, facebook, social media, united airlines, united breaks guitars, youtube.
I'm admittedly late to this party, but I caught wind of this story today and felt it was waaaaay too powerful not to share. As is usual for me, there's a powerful moral to the story that companies would do well to heed:the value of your brand is directly proportional to the level of customer service ( read: experience) you provide. And now, sit back and enjoy the tale of how one Dave Carroll and a little YouTube video he made cost United Airlines $180 million dollars.
A $180M cautionary tale: never underestimate the power of the social web