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Thursday, July 23rd, 2009
As PR disasters go, this is a biggie. When Dave Carroll decided to post this song on YouTube describing how disappointed he was with United Airlines’ customer service, it had several effects. First it ignited the career of an unknown musician. Second it told the world that United Airlines’ customer service is somewhat lacking. And third it reminded people how vital good customer service is to every company given the power of Social Media.
And where did I hear about this story? On Radio 4’s Today programme, not on the Internet.
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