Extract . . .
Once upon a time companies could afford to be rude. Unhappy customers would grumble to a few friends, withdraw their custom, but there was little else they could do. Today, they still tell their friends, but they do it online, using social media websites like YouTube, Facebook and Twitter.
Take the Canadian folk singer, Dave Carroll. After nine months of complaining he had had enough. United Airlines baggage handlers had damaged his $3,500 guitar, but the airline refused to pay compensation and its customer service agents were less than courteous.
So he made a music video about the experience and on 6 July 2009 posted it on YouTube. Within three days it had been watched half a million times; by mid-August it had reached five million.
Read more here
http://www.bbc.co.uk/news/business-11450923
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