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You are here: Home / Archives for united breaks guitars

The Cost of Word of Mouth Can Be $180 Million

August 16, 2010 By Gail Gardner 52 Comments

Social Media has tilted the balance of power forever. Where Corporations could once simply ignore consumer complaints, that is much more risky now that we can spread our views virally - especially if the injured party has musical and video capabilities. Thanks to a comment left by Glenn Friesen, I visited his Twitter account, found him very interesting, checked out his latest Tweet and found this exceptional example of how consumers can now get their voices heard. … [Read more...]

Filed Under: Marketing (WOMM, Inbound) Tagged With: customer service, united airlines, united breaks guitars, united guitar video

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