If you haven’t seen this yet give it a listen, or better yet go read the story here This is where companies are going wrong, I understand customer service is expensive and extremely hard to do well. (you’re just not going to please everyone) For a while companies were built on their relationships with customers, then it didn’t really matter since there was always another buyer out there for your global brand. Now though a clever person can reach a lot of people and have a significant sway in what they think. This video has half a million views. Now that may not mean that those people will never fly with United again but more money has been thrown at campaigns to just get you to consider using an alternative.