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Why so many views for
the video
Some interesting facts
• Approximately 15-16% of Tweets about United Breaks
Guitars were retweeted, compared to a Twitter
average of approximately 9%.
• 86% of Tweets about United Breaks Guitars referenced
web addresses, compared to a Twitter average of
approximately 40%.
• The top tweeters pertaining to United Breaks
Guitars for the month of July
were GuitarForever(129), GuitarSafes (50),
and jenghauser (30).
• The top 3 user handles that tweeted about the
incident for the month of July
were mashable(1,080,653), adventuregirl (800,2
29), and zoecello (697,603).
• The top 3 user handles that were retweeted the most
were mashable (121), DaveCarroll (28),
and shelisrael (25).
• Total number of online news stories for the month of
Some interesting facts
• Total number of blog postings pertaining to United
Breaks Guitars for the month of July: 1,662.
• Total number of tweets pertaining to United Breaks
Guitars for the month of July: 5,980.
• For the month of July, next to the actual link to the
YouTube video, the link to the mashable blog was
the most referenced with 271.
• The most referenced hash tag or group was united.
• The top three mentioned words were united, breaks,
and guitars.
• Total amount of views for United Breaks Guitars for the
month of July: 4,524,334.
• The United Breaks Guitars issue represented 42% of
all online news for United Airlines for the month of
July.
The graph shows the different media and how they could be potentially influencing each other
and driving traffic to the YouTube video. Notice how blogs tend to be the early influencers.
However, traditional media, in this case represented by online news, seems to have a more
profound influence both on Twitter and in driving traffic to YouTube. That said, it is
possible that even though online news is influencing Twitter, Twitter in turn could be
influencing YouTube through posted links. It should also be noted on the chart that clearly
online news from the UK and Ireland around July 23 had an effect on Twitter. Again, this was
backed up by the volume of posted links originating from UK sites in Twitter. Furthermore,
views on YouTube also increased around this time.
Viral Marketing
“ It's b e e n sa id th a t in th e • Technology has reached a point where
‘ old days ’( maybe only a everyone has a voice. This voice,
d e ca d e a g o ) th a t p e o p le articulated through social media, can
w h o h a d a p o sitive be extremely powerful and can force
cu sto m e r se rvice individuals, companies and
exp e rie n ce w o u ld sh a re communities to change the way they
th a t w ith th re e p e o p le . If behave.
th e y h a d a b a d • It is not who is influential that counts but
exp e rie n ce , th e y w o u ld who acts as a catalyst for
te ll1 4 . C le a rly , b a d n e w s conversation – Keith O’Brien
tra ve ls fa ste st a n d th a t • Calculating an individual’s online
h a sn 't ch a n g e d . B u t to d a y , influence is becoming more
so cia lm e d ia to o ls like important each year as people seek
Fa ce b o o k , Tw itte r, advice from their peers on the
M yS p a ce a n d Yo u Tu b e Internet regarding what they should
e n su re th a t n e w s tra ve ls think, buy and say.
exp o n e n tia lly ” • The Social Media Index is a model, which
- Dave Caroll recognises and attempts to quantify
the impact and influence of multiple
social media tools.
Strategies for Corporate
Route to Successful Customer
Communication
According to the latest survey from
Opinion Research Corporation, a large proportion,
84%, said that browsing reviews influenced their
decision on whether or not to purchase a product or
service.
Hence, reach out to those who have had a bad
experience and ask for a second chance.
Rather than taking a reactive approach to ratings and
reviews, be an active participant in the online
consumer dialogue
Encourage your customers to review your business.
The more positive comments prospective customers
read about your business, the less influence any
negative reviews will have.
Route to Successful Customer
Communication
Two words that should never be used in customer
service- Statistical Insignificance.