July 14th, 2009
by Pamela Sherman
Today, with the power of the web, creative people are taking customer service issues into their own hands. -Some are even becoming Customer Service Web Vigilantes…Or as we say at WMT, “Webilanties“! While doing this, these artists are also beginning to make a name for themselves…
Dave Carroll, singer/songwriter becomes a Customer Service Web Vigilante (Webilante!)
A prime example is Canadian musician and songwriter, Dave Carroll, who recently produced and released an amazing music video on YouTube called “UNITED BREAKS GUITARS.” (Click here to watch it, if you haven’t already!) This undertaking came as a result of being fed up with United Airlines‘ painfully drawn-out, poor response after the baggage crew recklessly broke his prized guitar.
Read Kelly Kohen’s WMT Blog Post for the juicy details…(Click here) (**And yes, we both caught this story and blogged about it; but that just goes to show what a tasty web-spread it’s become! At WMT, we believe multiple blog views can add to the picture.)
This music video release was good for Carroll and good-fun for others who commiserate with him. BUT, not so good for United Airlines (unless they take it as a BIG learning lesson!)
On the web, news can travel lightning fast, especially negative stories. And, with creativity like this …WOW, look out!
Carroll’s You Tube Video has now generated over 2 million hits!! He told the Associated Press, “I was thinking I’d definitely get some action on (YouTube) because the song has been resonating so well with audiences as I’ve been performing it, but I didn’t know it would take off like this.”
Carroll has now heard from United Airlines (no surprise there). The musician has subsequently released a statement thanking his web audience and saying that United “has generously, but late, offered some compensation.” He went on to say he was “no longer looking for compensation,” and would rather see the money go “to a charity of their choice.”
As a result of this video exposure, Dave Carroll has also become an over-night internet sensation! This may be his big break!!! –All this by being creative and resonating with a good-sized audience. The song is available for download at Carroll’s website, sonsofmaxwell.com, and is the first in a trilogy of songs depicting the demise of his guitar.
For your business, take heed and be sure you focus on “good customer service” and develop “customer enthusiasm.” Also, seek ways of using the internet as a fun, creative, viral tool to connect with others.
Web Marketing Therapy Related Links:
- Viral Marketing Success Story! United Breaks Guitars!
- Another Reason to Twitter - Enhance Your Customer Service
- BUSINESS SUCCESS: Find your ‘muse’ and ‘music’ (your inspiring voice) to better capture your audience / customer base.
- Customer Satisfaction vs. Customer Enthusiasm
Web Marketing Therapy » Blog Archive » Is your company creating “CUSTOMER ICEBERGS” or “CUSTOMER RADIANTS”?
(October 28th, 2009 at 10:26 pm)
[...] their experience with others and lash back at the company with intent to harm. They can become Customer Vigilantes, like those I’ve blogged about it the [...]