Tag Archives: Social Media

Service as a Volcano

Working in Nicaragua we were surprised to see active volcanoes with large craters and smoke seething from their tops.  Volcanoes usually offer a warning before “blowing their tops.”  Sometimes, it is added smoke bellowing into the skyline; sometimes it is … Continue reading

Posted in Customer Experience, Customer Intelligence, Service Recovery | Tagged , , | Leave a comment

The Guitar Heard Around the World

After musician Dave Carroll learned from fellow passengers that United Airlines baggage handlers were damaging his guitar on the tarmac, he was unable to find anyone at United willing to make the situation right, so he made a music video … Continue reading

Posted in Customer Centric, Customer Expectations, Customer Experience, Customer Loyalty, Partnering with Customers, Service Recovery, Service Stories, Uncategorized, Wired and Dangerous | Tagged , , | Leave a comment