“United Breaks Guitars,” Song 3: Rhapsody in Bluegrass

Posted by Stephen Michaelson on March 3, 2010 · View Comments

As promised, Dave Carroll has released the third and final song of his United Breaks Guitars trilogy. In a special webcast event that happened live last night (recorded & available here; things gets started at about 04:30), Dave introduced the last video and spent another 45 minutes or so telling a more complete, behind-the-scenes story of both his broken Taylor guitar and United Airlines’ profoundly broken customer service organization.
Read more

Filed under Social Media, United Airlines · Tagged with Breaks, Canada, customer, customer service organization, Dave, Dave Carroll, Ed, guitar, Guitars, Jerry Douglas, Ms. Irlweg, Nashville, Ray Legere, service, song, trilogy, UBG, United, United Airlines, webcast event, witty insights, worldwide phenomenon

Voice of the Customer, part 2: At Southwest Airlines, a Different Kind of Leadership

Posted by Stephen Michaelson on February 24, 2010 · View Comments

In my first installment of this two-parter (Voice of the Customer: Newsweek Blog Scopes Out Readers on Best, Worst Airlines) I peeled back the onion of a Newsweek Budget Travel blog-survey to reveal customer perceptions of two American airlines that are polar opposites of each other.