#AmericanAirSucks

Given our last case on "United Breaks Guitar," I found this Techcrunch article to be especially relevant to our conversation in class. It goes to show that no matter how sophisticated your social media communication strategy can be, without the customer service infrastructure to back up your Twitter and Facebook, you're still stuck with some unhappy and vocal customers. WOM amplified by the power and scope of social media can be a double-edge sword...