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…
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Chris Houchens
Marketing Speaker + Marketing Author
Blog Archives
autopilot
the cart and the horse
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…
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Tagged with: customer experience, customer service, social media
Posted in marketing, online, strategy
Posted in marketing, online, strategy
the part of marketing that marketing people forget
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…
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Tagged with: bestof2010, customer experience, customer service, employees, foursquare, operations, starbucks, twitter
Posted in branding, marketing, strategy
Posted in branding, marketing, strategy
united trilogy ends
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…
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Tagged with: bestof2010, customer experience, customer service, social media, united airlines, united breaks guitars
Posted in branding, strategy
Posted in branding, strategy
my God, they’re throwing guitars out there
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…
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Tagged with: canadians, customer service, sons of maxwell, united airlines, united breaks guitars, user generated content, viral, youtube
Posted in marketing, online
Posted in marketing, online
