Bad month for United Airlines

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Is customer service becoming more important every day? Or does it just seem that way, now that consumers have so much social media power at their disposal? (See Bad Day At The Beach.)

The video above, “United Breaks Guitars,” chronicles how the gentleman’s guitar suffered at the hands of United baggage handlers (see Guardian.co.uk article). To United’s dismay, the video became a runaway YouTube hit.  Apparently, United doesn’t understand that it’s easier to make your existing customers happy than to find new customers.  Continue reading

Bad day at the beach

A friend of mine took his family to Virginia Beach for the weekend. They stayed at the stately old grand resort where the wealthy once frolicked, before they all owned beach homes of their own.

On the first evening, on a brick sidewalk in need of repair, just outside the main building, his teenage daughter tripped in the hole where a brick or two were supposed to be, and broke her foot. Her weekend, and the family’s, was ruined. (Not to mention the daughter’s entire summer vacation.)

If the resort manager were a smart marketer, how would he or she handle this situation? Continue reading

More marketing inspiration

PringlesAdIn a purely entertainment, this Pringles banner is wonderful. But it raises a few questions about the marketing value.

When people click the ad, what about it would make anyone buy the product? Is there anything compelling, other than the creativity of the ad? There seems to be a leap in logic from the funny commentary, to the actual sales process.   Continue reading