United Breaks Guitars AND Their Brand Reputation

Here is an example of the impact an employee simply "following the rules" has on the reputation of the brand they represent. Over 4 million people have viewed this video in one week - likely more impressions than United Airlines combined marketing efforts.

I think we will see more and more of this as digital media and social networking tools play a role in enabling customers to voice how brands deliver their promise at key moments of truth.



What do you think? Michael