Wednesday, July 27, 2011

Customer Complaints via YouTube

As Social Media expands its reach, the potential for business visibility is great. Visibility, however, does not distinguish the direction of the perceptions created by the spotlight. Here are two examples of how unhappy customers took their complaints to Social Media and made sure that someone would listen. In both cases, the company in question did hear the complaint and took action. The damage to public image may not stop just because a settlement has been reached with the client. The "United Breaks Guitars" video has been viewed nearly 11 million times and is currently the number 15 result in Google for the search term "United Airlines".

Watch the customer complaints here:

United Breaks Guitars


Here is the newest customer complaint about an airline done in a country music format. Do the airlines not like country music or do country musician have a knack for writing songs about bad things happening to them?
Tiger Airways