What Business Lesson Was Learned from the United Breaks Guitars

Multiple Choice

What business lesson was learned from the United Breaks Guitars video that went viral shortly after it was posted on YouTube?

A) Negative viral videos posted by customers are not a potential threat to major companies,such as United Airlines.
B) Major companies can insulate themselves from unhappy customers with call centers.
C) Companies and their executives can no longer afford to hide behind slick advertising campaigns and press releases to protect their public image against viral threats.
D) Viral messages cannot damage a company's brand image to the extent that there are significant financial consequences.