Tag Archives: customer service

autopilot

Posted on November 29, 2011 by Chris Houchens

According to the press release from American Airlines, their customers should see “no change in service” related to their bankruptcy filing today. That’s a shame. Might be a good time to start delivering better service so they don’t have to … Continue reading →

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the cart and the horse

Posted on May 18, 2011 by Chris Houchens

We’re now on the other side of the curve. If your organization doesn’t already have a toe in the social media waters, you’re late to the game. But just as “everybody” threw up an online brochure and said they had … Continue reading →

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the part of marketing that marketing people forget

Posted on July 28, 2010 by Chris Houchens

Starbucks hopped on the Foursquare marketing train early and came out with a great promotion. But Starbucks’ bold move flopped. Why did they fail? The answer is simple. They forgot (or failed) to communicate their marketing plan with a very … Continue reading →

Posted in branding, marketing, strategy | Tagged , , , , , , , | 8 Comments

united trilogy ends

Posted on March 2, 2010 by Chris Houchens

Last July, I wrote a post about United Breaks Guitars. Dave Carroll had promised to write a trilogy of songs about the sub par customer experience he had with United Airlines. The first song was an internet sensation. Currently, it’s nearing … Continue reading →

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my God, they’re throwing guitars out there

Posted on July 16, 2009 by Chris Houchens

So over the course of about two weeks, a Canadian folk singer has brought United Airlines to its knees with over 3 million views (and growing) of this viral video: There’s been lots of talk online and in the MSM … Continue reading →

Posted in marketing, online | Tagged , , , , , , , | 4 Comments