Comments on: The Best Online Reputation Attack I Have Ever Seen!

By: When Social Media Becomes A Weapon | The Internet Marketing Spot

When Social Media Becomes A Weapon | The Internet Marketing Spot — Sun, 09 Aug 2009 15:05:29 +0000

[...] videos were a hit. You all broke into simultaneous gigglefits at his genius. It was hailed as the best online reputation attack ever, the perfect example of what can happen when big companies decide not to listen to customers.Way to [...]

By: Nick J. West

Nick J. West — Wed, 05 Aug 2009 23:18:38 +0000

I concur, if at first you don’t succeed, and by that I mean going through all the normal channels then by all means, use what tools you have to get their attention. Great job!

By: Social Media Revenge by Viral Video – United Airlines Breaks Guitars | Green Marketing 2.0

Fri, 31 Jul 2009 04:16:23 +0000

[...] the best online reputation attack ever, by singer / songwriter Dave Carroll. After 8 months of stonewalling and passing the buck, [...]

By: BlogHer ‘09: The Weaponizing of the Blogosphere- The SiliconANGLE

BlogHer ‘09: The Weaponizing of the Blogosphere- The SiliconANGLE — Wed, 29 Jul 2009 21:10:15 +0000

By: Dave’s guitar against United Airlines « Talk Digital

Dave’s guitar against United Airlines « Talk Digital — Wed, 29 Jul 2009 14:18:28 +0000

[...] topped the viral world and it got covered by many sites (Mashable, VisibleMeasures, Mediapost, MarketingPilgrim, Adweek, Adage and many more), a lot of news channels like CNN (see video below), LA Times, [...]

By: mikaela

mikaela — Wed, 29 Jul 2009 12:48:57 +0000

loool great song, i’ll never take my guitar on a plane again i love it so much
.-= mikaela ´s last blog ..B12K : Nokia N86 =-.

By: When Social Media Becomes A Weapon | Black Hat for a Noob

When Social Media Becomes A Weapon | Black Hat for a Noob — Wed, 29 Jul 2009 07:56:17 +0000

By: When Social Media Becomes A Weapon

When Social Media Becomes A Weapon — Tue, 28 Jul 2009 17:09:51 +0000

By: Amber

Amber — Sun, 26 Jul 2009 21:40:24 +0000

Clever and entertaining What a way to make them listen.

By: Will

Will — Wed, 15 Jul 2009 16:16:20 +0000

It wasn’t even United thought it was UnitedExpress.

By: Nick Miller

Nick Miller — Tue, 14 Jul 2009 21:59:56 +0000

Interesting piece. Would anyone like to share stories where a company did a great job and a customer sang that company's praises? (Aside from the Chik-fil-A example above?) Nick Miller's last blog post..Online Reputation Management 101

By: Kevin Kute

Kevin Kute — Tue, 14 Jul 2009 18:07:39 +0000

A great read for companies that have not fully embraced Social Media and for United’s declaration that they will use the video for training. Other companies should follow suit as an example of what not to do. It shouldn’t have taken that long.

By: T Bareham

T Bareham — Tue, 14 Jul 2009 05:52:34 +0000

Does Lisa Barone work for United Airlines??

Well done Dave Carroll for a quirky response to the long tradition of large corporations giving their customers the two finger salute when things go wrong.

This certainly isnt the first time a large company has found itself receiving a grilling at the hands of social media for its lack lustre approach to dealing with customer complaints.. But it is as Andy Beal says, the best i have seen.

Oh, and Lisa.. The snowball effect wont necessarily be a bad thing if it acts as the proverbial cattle prod to big business where dealing with customer complaints is concerned.

By: Nick Stamoulis

Nick Stamoulis — Mon, 13 Jul 2009 13:17:34 +0000

The power of YouTube once comes up once again to bite a larger corporation in the backside. All it takes is a clever video to really tarnish an image.

By: Steve Seager

Steve Seager — Sun, 12 Jul 2009 22:11:32 +0000

Amazing. LIstening seems to be a huge problem for many businesses. No wonder there's so many baptisms of fire in social media. @Lisa - a weapon, manipulation or a way to get heard? Too many businesses don't react until the proverbial hits the fan. Hopefully businesses will learn. And quick! Blogged a little on social media baptisms of fire myself. Steve Seager's last blog post..Avoiding social media baptisms of fire: if nothing else, just listen. Pretty please.

By: Frank Reed

Frank Reed — Sun, 12 Jul 2009 01:49:18 +0000

@Malcolm Hobbs - Complaining? Not sure what you are referring to quite honestly. That was a joke (A) and social media can be whatever it ends up being effective as (B). There are no rules here. Relax, Malcolm. Frank Reed's last blog post..Happy 4th of July and THANK YOU!

By: Scott W

Scott W — Sat, 11 Jul 2009 20:23:27 +0000

I just want to know if the spokeswoman was trying to be punny when she said that this “….struck a cord with them”?????????? :–)

By: Malcolm Hobbs

Malcolm Hobbs — Fri, 10 Jul 2009 23:27:55 +0000

Frank, Social Media as a weapon? Please….Creative people are finding new and interesting ways to level the playing field where most large organizations can simply ignore complaints.

The difference is that the company has an ad budget, PR people, Analyst Relations people, marcom people, customer service people, etc., etc. etc. They act in the company’s best interest as they should and that is their job.

The fact that this guy was wronged and he had talent combined to create an excellent and self-serving way of getting even and personally benefiting at the same time. At the end of the day, was there truth behind the complaint (yes), was he creative in dealing with (yes), and was he a class act when United finally realized what a PR disaster they had on their hands and tried to make the problem go away (yes, and yes). Check out his video response.

Please stop complaining about social media as a weapon. It is a core part of human nature, accelerated by a one-to-many capability. Evaluate the message and delivery, not the medium.

By: Neil

Neil — Fri, 10 Jul 2009 22:38:09 +0000

Lisa,

Do some research and read the whole story. He did complain immediately but was brushed off by the cabin attendants and the ground crew. Part of the song is about his efforts to solve his problem with United reps from Chicago to New Delhi.

By: The Weekly Insider 7-6-09 to 7-10-09

The Weekly Insider 7-6-09 to 7-10-09 — Fri, 10 Jul 2009 21:08:33 +0000

[...] The Best Online Reputation Attack I Have Ever Seen! [...]