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Social Media changes EVERYTHING about every industry. The customer has more power than ever before and companies should EMBRACE this shift, not fight it. It’s time companies became more human. Any human would have known the right thing to do would have been to replace Dave’s guitar as soon as possible. Why did company policy or procedures get in the way of acting like a human?

Nice job by Desiree of explaining this SHIFT in consumer culture: http://www.bellawebdesignblog.com/2009/07/what-any-business-can-learn-from-united-breaks-guitars.html#