Have you ever gotten the runaround from a big corporation over a straight-forward customer service complaint? Spent hours, days or weeks haggling on the phone with anonymous customer “service” agents, only to be denied compensation in the end?
When you have no voice you have no power.
But thanks to social media, the voiceless now have access to unprecedented power.
Example: in one corner you have a wronged passenger, the obscure but talented lead singer of a Canadian folk band, Sons of Maxwell. In the other corner is United Airlines, the United State’s oldest airline and one of the largest carriers globally.
In less than a month this video has been viewed by more than four million people and has created a public relations nightmare for United Airlines. The game has changed. Behemoth corporations, organizations, institutions and government entities everywhere BEWARE. You can no longer operate under policies that routinely exploit and trample the rights of consumers. All it takes is a video camera and a cheesy sense of humor to bring Goliath to his knees.
— Kavan Peterson