Apparently United Airlines has not learned its lesson from its very public fiasco where it damaged a passenger’s guitar (See United Breaks Guitars) and refused to accept culpability. A new, more troubling story has emerged about United Airlines losing a 10 year old girl who was using an ‘Unaccompanied Minor Service” offered by the airline for an extra $99.00. The girl was finally found and delivered to her destination but without her luggage, which arrived 3 days later. But not without putting her parents through hell.

In a recent Zoomerang survey, called Marketing in a Digital World, 1180 SMB decision makers in U.S. businesses with less than 1,000 employees provided insight into how they use social media tools (particularly Facebook) to interact for business purposes. One of the key takeaways from the survey is that what small businesses value most from social media is customer satisfaction data. And consumers praise more than complain.

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