How’s your customer service

Most everyone knows that word of mouth marketing is your best (and cheapest) marketing tool out there. Good customer service will get your customers telling their friends about you. Unfortunately, the same is true for bad customer service.

Check out this video (for some reason I can’t post it here )

When I viewed this video on Saturday it had over 2 million views ON YouTube (that’s not counting the views on people blogs). How do you think that affects United’s word of mouth marketing? Interestingly (or not so interesting considering the coverage it’s getting — it was on CNN) there is a follow up on the story here.