Wondering about the power of YouTube? Take a look at “United Breaks Guitars”: http://www.youtube.com/watch?v=5YGc4zOqozo
The videography is not great, the staging somewhat cheesy, but the impact on United Airlines is undeiably bad. This could be your business.
A public relations nightmare. What can you do?
- Make sure your customer service processes do the basics people expect – serve your customers
- Monitor YouTube and other social media to know what is being said about YOU
- Comment on social media that relates to you – positive and negative – to establish your credibility in the space
For another perspective on the video and the airline’s response, see http://socialmediatoday.com/SMC/109126. And this from Nielsen wire: http://blog.nielsen.com/nielsenwire/nielsen-news/united-airlines-and-consumer-generated-turbulence/