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Musician Continues to Teach United Airlines a Reputation Management Lesson

Written on August 18, 2009 by admin

Filed Under: marketing

It seems Dave Carroll is not done teaching United Airlines a lesson or two on the consequences of poor customer service. As a follow-up to his viral hit United Breaks Guitars, Carroll has released a new video:

Really, the damage was done with the posting of the first video and United has learned enough from this lesson. As United Airlines’ Barbara Higgins told Christopher Elliott:

We understand the power of social media and the implications it has on our reputation, and realize it has a role in our communicating to our guests and the public at large. We also put the highest priority on making things right directly with our customer in the most helpful, meaningful and immediate manner, and most often that means picking up the phone and calling them, rather than using social media to talk to everyone about one person’s personal travel experience. So, like most things, it’s a combination of ways to connect to our guests.

The follow-up doesn’t teach us, or United, any new lessons, but obviously Carroll’s not going to give up his 15-minutes of fame so quickly.

(Hat-tip @GoVisitHawaii)

Here is the original:
Musician Continues to Teach United Airlines a Reputation Management Lesson

If Google’s Free WiFi Is So Successful, Why Hasn’t It Spread Nationally?

Written on August 18, 2009 by admin

Filed Under: marketing

Can you believe it’s been 3 years since Google first offered free WiFi to Mountain View, CA residents? I remember thinking, “It won’t be long before Google offers free WiFi all around the country!”

I’m still waiting.

Maybe I should move to Mountain View, because it appears the Google-sponsored free WiFi is a roaring success–with 19,000 users and 600 gigabytes of data transferred each day. Not bad for a coverage area of just 12 square miles.

Perhaps not surprisingly, Google has seen a steady increase in the number of handheld devices accessing its WiFi hotspot:

“We continue to experience extremely high demand – both in terms of users and bandwidth,” said Karl Garcia at Google, who leads the Google WiFi project. “We’ve seen the iPhone and other Wi-Fi enabled handheld devices as significant drivers of the high demand we see. Currently nearly a quarter of all devices that connect to our network are handhelds, compared to almost none when we launched the network,” said Garcia.

Tropos–the company behind hardware–is not shy in bragging about the success of Google’s WiFi network, but I have a question. If it’s so darn successful, why, in three years of existence, has it not spread to other parts of the country?

I want free WiFi in Raleigh, NC…oh, and your city too!

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If Google’s Free WiFi Is So Successful, Why Hasn’t It Spread Nationally?