Tag Archives: Uhaul

A great example of twitter's impact on brand value

I’ve talked about it before conceptually, but a writer friend of mind just sent me a link to this CEO blog from the head of Thomas Nelson Publishing. He provides a compelling and personal case study of how one twitter about poor customer service from UHaul probably cost the company thousands if not tens of thousands of dollars (and now that I am spreading this story, it may cost them even more).

The old Chinese proverb needs to be updated: “It takes a lifetime to build a reputation, a single tweet to destroy it.”