United Breaks Guitars: Poor Customer Service in Song

We often say that you judge a company not by what it does right, but by how it fixes things when it does wrong, and United Airlines did a big wrong to musician Dave Carroll and his band, Sons of Maxwell.

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Posted: 7/9/2009 | Comments (0)

Is Civility in Marketing on its Way Out?

There will always be customers that we like more than others. They spend more, they're easier to work with--there are all sorts of reasons. Still, how much better do you treat them than your other customers? United Airlines has answered that question and it makes me wonder if civility in marketing is on its way out.

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Posted: 11/10/2008 | Comments (5)

Gunning for the Boss: Online Management Complaints

We have seen websites that go after companies, but this is the first time we have seen a site, put up by a group of employees, devoted to ridding their company of its CEO! What's more, they are asking you to help. Is it an isolated thing or will more and more executives find themselves in the cross-hairs of their own employees?

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Posted: 8/14/2008 | Comments (0)