The viral video of a ticketed passenger dragged forcefully off a United flight is only the latest example of bad behaviour exposed in the age of social media. But smartphone cameras and social media have democratized information and shifted power to consumers. On-site employees need to be given more power to respond to avoid escalating an incident, especially one that might be recorded. It became a business case study of how social media can harm a company’s image. Despite the new-found empowerment from social media, however, consumers have one thing against them: a short memory.

Source: thestar April 13, 2017 16:18 UTC