Telling 6 million friends

Jeff Bezos in 1996: “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends with one message to a newsgroup.”

Turns out with one music video on YouTube, an unhappy customer can tell 6 million friends. Scratch that—12 million, which is about the number who have watched “United Breaks Guitars”:

The video speaks for itself, but you can also read the story or now, read the book.

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