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So very hard to tell if this article is about social CRM, social media, customer experience or customer service? But anyhow, it surely is a good read. Enjoy!

MarketCulture Blog - Using a Customer Culture for Competitive Advantage

Much has been written about the impact of social media on corporations and yet many still dismiss it as a distraction.

The “United Break Guitars” video has now been viewed more than 12 million times. For those not familiar with this story, United Airlines passenger Dave Carroll had his guitar destroyed by the airline’s baggage handlers during a flight. After a battle with United for reimbursement and repeated rejections, he wrote a song decrying their poor customer service. (See video below)

So what?

I have heard a number of commentators suggest this incident has really not made a blip on the radar screen of United’s business. While others have argued it actually cost them a fortune.

I think the answer lies somewhere in between these positions. I did not stop flying United after seeing the clip but at the same time it did further diminish my opinion of them…

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About Kaan Sallı

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