Saturday, 22 August 2009

Poor customer service publicity: United Breaks Guitars

We normally say that:
  • A satisfied customer will keep quiet
  • A highly satisfied customer will tell 3 people about their experience
  • A dissatisfied customer will tell 7 people about their experience
However, I'd bet that when United Airlines refused to compensate Dave Carroll of Sons of Maxwell for the $1,200 of damages he claims they inflicted on his £2,500 Taylor Guitar, they never dreamed that the music video he made to state his case would be watched over 5 million times on YouTube alone (9 March 2010 Update: now over 8 million views).


Not only is it a great music video (in my humble opinion) but it is also a brilliant demonstration of the new power of the web 2.0-enabled consumer.