BizSugar.com › Customer Service › What Small Businesses Can Learn from Big Airlines\' Woes

While now may be a bad time to be in the airline industry (or running a carrier's Twitter account), their recent woes can be a teachable moment for entrepreneurs in all fields. The overall lesson boils down to this: customers are key. It used to be said that, when a customer has a bad experience, they tell 10 friends who tell 10 friends, etc. Now a video or tweet about their interaction can reach millions in a matter of minutes.