The video posted on YouTube called "United Breaks Guitars" forced United Airlines into a response after only 2 days, compared to the year before in which Dave Carroll had attempted to get United to admit responsibility for breaking his guitar.
By 7 days after posting his video had more than 2.5 millions views, more than 13,000 comments, and still arriving about every 2 minutes, and more importantly mainstream media coverage on all major networks in the US.
I'm sure that the analysis is being done, and will be done many times over, but you don't need maths or statistics to see the damage done to United's brand value and customer service reputation by this video and the power of social media.
