Bad month for United Airlines

[youtube=http://www.youtube.com/watch?v=5YGc4zOqozo&hl=en&fs=1&]

Is customer service becoming more important every day? Or does it just seem that way, now that consumers have so much social media power at their disposal? (See Bad Day At The Beach.)

The video above, “United Breaks Guitars,” chronicles how the gentleman’s guitar suffered at the hands of United baggage handlers (see Guardian.co.uk article). To United’s dismay, the video became a runaway YouTube hit.  Apparently, United doesn’t understand that it’s easier to make your existing customers happy than to find new customers.  Continue reading