"Individuals have more power than ever. Managers can see this as a threat, or as an opportunity. Think about it. Any of your customers could trash your reputation at any moment. They could write a video about his bad experience that attracts 8 million views, which is what Dave Carroll did after United Airlines baggage handlers broke his guitar. They could tell a million people to never buy your product, which is what Heather Armstrong did when, surrounded by soiled diapers, her frustration at Maytag's inability to fix her new clothes washer boiled over. For managers, the only defense is to empower your own employees to solve those customers' problems."