May 10, 2012 · 1 min read
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":
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