How to take a company to task and entertain people.

Marketing is no longer a one-way street. If you give customers a bad experience, do so at your own risk. Today they have free media to spin information and if they are innovative, like this one, marketers may dearly regret their arrogance.

This customer not only got the company concerned to step down from its haughty position, he also provided huge entertainment to Youtube viewers, which sent his message viralling. 

[From Seagull's Weekly Ideas Presentations, this one from sections of The Network Is The Customer, David Rogers]