Textbook stuff…

…  in the next generation of marketing textbooks, anyway:

Sons of Maxwell on being “serviced” by United Airlines. (Read the details of the episode in the sidebar on the right, or here.)

Up for under two days as I write this, and  already seen by well over 250,000 (growing rapidly), with a solid five-star rating…

Which is more than we can say for United.

Just a(nother) a reminder to those marketers aggressively  promising service they’re not prepared to deliver that the implicit protections of the “old” broadcast communications world are gone; the web will out their failures, and fast.  So more money invested in empty messaging– however elegant, as in United’s animated spots– is worse than wasted:  it concretely confirms consumers’ suspicions of hypocrisy.

Increasingly, when it comes to advertising in all its forms, you can (still) run, but you cannot hide.