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"Aggravate a traveler, then hand them a smartphone..."

Especially a traveler who is also a composer and musician.  From Alexandra Samuel, blogging at HBR Blog Network about Qantas Airways' misadventures through the social media minefield: 

"We've been saying this for a while now but it's worth repeating: Social media turns branding into a true (if often accidental) collaboration between company and customer, in the way it enables constant and often bottom-up collaboration within organizations, and in the way it accelerates the pace of conversation and organizational change. Social media tends to flatten hierarchies, disempower gatekeepers, and give a voice to anyone who cares to speak about an issue, or a brand."

Still a doubter?  Maybe you should Google "United Breaks Guitars"  - another airline but still the poster child for customer revenge, and the point that started this post...


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