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When Canadian musician Dave Carroll watched ground crew at O’Hare airport toss his beloved guitar around the tarmac back in 2009, YouTube, Twitter and Facebook were in their infancy. Customers were still mostly locked into traditional, often fruitless complaint mechanisms, and companies’ service lapses were not instant fodder for the masses. But a little creativity, inspired by United’s abysmal Learn More
Source: Companies Ignore ‘Customer Avengers’ at Their Peril
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