Negative Word of Mouth in action - 3 million views at time of posting (4.2 Million 10 days later)

This brand (United Airlines) has a poor Net Promoter Score and is in decline - the net effect is that their cost of acquisition for new customers is increasing and financially they are suffering (Chapter 11)

This is the latest in the line of case studies where a brand's arrogance and unwillingness to listen to their customer (listen to the lyrics that tell the story of how he was ignored) is costing them dearly!

UPDATE 27 July 09

David Carrol posted this video http://www.youtube.com/watch?v=T_X-Qoh__mw saying that United has now (with viewership of his original video at 4.3 million) contacted him with an offer of compensation - after 12 months of him trying through direct contact with United.