Comments on: Meet the new Chief Marketing Officer of United Airlines – Dave Carroll. He sings and plays a guitar! http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/ World's largest airline branding resource Sun, 14 Mar 2010 16:04:29 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: ridwanzero http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-3290 ridwanzero Mon, 11 Jan 2010 17:27:51 +0000 http://simpliflying.com/?p=1432#comment-3290 Affiliate Marketing is a performance based sales technique used by companies to expand their reach into the internet at low costs. This commission based program allows affiliate marketers to place ads on their websites or other advertising efforts such as email distribution in exchange for payment of a small commission when a sale results. <br><br><a href="http://www.onlineuniversalwork.com" rel="nofollow">www.onlineuniversalwork.com</a> Affiliate Marketing is a performance based sales technique used by companies to expand their reach into the internet at low costs. This commission based program allows affiliate marketers to place ads on their websites or other advertising efforts such as email distribution in exchange for payment of a small commission when a sale results.

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]]> By: hawaiijobs152 http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-3051 hawaiijobs152 Fri, 11 Dec 2009 16:02:49 +0000 http://simpliflying.com/?p=1432#comment-3051 Well Post.<br>For more jobs visit <a href="http://www.staffingpower.com" rel="nofollow">http://www.staffingpower.com</a> Well Post.
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]]> By: » SimpliFlying releases The Answer in response to “United Breaks Guitars” by Dave Carroll, the de-facto CMO of United Airlines - SimpliFlying || Aviation :: Branding :: Technology || Airline marketing, airline brand management, social me http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-2714 » SimpliFlying releases The Answer in response to “United Breaks Guitars” by Dave Carroll, the de-facto CMO of United Airlines - SimpliFlying || Aviation :: Branding :: Technology || Airline marketing, airline brand management, social me Mon, 24 Aug 2009 09:20:39 +0000 http://simpliflying.com/?p=1432#comment-2714 [...] Dave Carroll came out with his first United Breaks Guitars video, I wrote an article that explained why Dave has become the de-facto Chief Marketing Officer of United Airlines.  The article was a [...] [...] Dave Carroll came out with his first United Breaks Guitars video, I wrote an article that explained why Dave has become the de-facto Chief Marketing Officer of United Airlines.  The article was a [...]

]]> By: » Reality Check: Three reasons why legacy airline brands are dead (and who to look out for) - SimpliFlying || Aviation :: Branding :: Technology || Airline marketing, airline brand management, social media, Web 2.0 http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-2681 » Reality Check: Three reasons why legacy airline brands are dead (and who to look out for) - SimpliFlying || Aviation :: Branding :: Technology || Airline marketing, airline brand management, social media, Web 2.0 Mon, 17 Aug 2009 04:49:52 +0000 http://simpliflying.com/?p=1432#comment-2681 [...] Airlines is still struggling with responding to “new media” sensations like Dave Carroll’s “United Breaks Guitars”, as Southwest Airlines interacts with its fans on Facebook and JetBlue helps over a million of its [...] [...] Airlines is still struggling with responding to “new media” sensations like Dave Carroll’s “United Breaks Guitars”, as Southwest Airlines interacts with its fans on Facebook and JetBlue helps over a million of its [...]

]]> By: Vestniek http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-2620 Vestniek Wed, 05 Aug 2009 02:28:57 +0000 http://simpliflying.com/?p=1432#comment-2620 This whole subject causes me to wonder: do airlines have a staff or even an individual whose job is to worry about the customer experience? Do they have an executive who comes to work thinking, "How can I make the people who bought our service today pleased with their decision?" or "How can we make the service so good they will want to buy it again and recommend it to their friends?" Do companies like airlines and hotels have such jobs in their work force? This whole subject causes me to wonder: do airlines have a staff or even an individual whose job is to worry about the customer experience?

Do they have an executive who comes to work thinking, “How can I make the people who bought our service today pleased with their decision?” or “How can we make the service so good they will want to buy it again and recommend it to their friends?”

Do companies like airlines and hotels have such jobs in their work force?

]]> By: Name http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-2601 Name Mon, 03 Aug 2009 04:20:06 +0000 http://simpliflying.com/?p=1432#comment-2601 People here and elsewhere are being far too nice and still essentially dependent and petitionary. United should be brought down...driven to bankruptcy. With Twitter and other social media, traditional media coverage (televison, radio, press), etc., there is no reason for people to put up with this any longer. The company should be driven to its knees, destroyed, by an absolute, worldwide boycott of its product (flights) and destruction of its reputation. Customers have the power to go beyond just cheering Carroll and build upon their disgust with the poor service he and many others, in other ways, have received - to just *crush* the company. If United, or GM, or large banks, or other unresponsive, indifferent, greedy, lousy product/service companies can't "get it" and snap to to do their *utmost* to turn on a dime and respond immediately and excellently to the market - or better yet provide this level of product/service in the first place - they should driven out of business. The market is not about forgiveness, or tolerance of indifferent, lousy service, or even ofmediocrity; it is about performance. With social media, these companies, their outrageously excessive executive compensation - especially given their dismal performance, but outrageous anyway - are no longer impregnable and can no longer be aloof or indifferent. People are being far too polite. These companies are toast. All the public has to do is start exercising it's coordinated market power. People here and elsewhere are being far too nice and still essentially dependent and petitionary. United should be brought down…driven to bankruptcy. With Twitter and other social media, traditional media coverage (televison, radio, press), etc., there is no reason for people to put up with this any longer. The company should be driven to its knees, destroyed, by an absolute, worldwide boycott of its product (flights) and destruction of its reputation. Customers have the power to go beyond just cheering Carroll and build upon their disgust with the poor service he and many others, in other ways, have received – to just *crush* the company. If United, or GM, or large banks, or other unresponsive, indifferent, greedy, lousy product/service companies can’t “get it” and snap to to do their *utmost* to turn on a dime and respond immediately and excellently to the market – or better yet provide this level of product/service in the first place – they should driven out of business.
The market is not about forgiveness, or tolerance of indifferent, lousy service, or even ofmediocrity; it is about performance. With social media, these companies, their outrageously excessive executive compensation – especially given their dismal performance, but outrageous anyway – are no longer impregnable and can no longer be aloof or indifferent. People are being far too polite. These companies are toast. All the public has to do is start exercising it’s coordinated market power.

]]> By: Steve Moore http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-2516 Steve Moore Sat, 18 Jul 2009 13:30:17 +0000 http://simpliflying.com/?p=1432#comment-2516 Love the post and have shared with several local biz that I work with and let them get thier heads around the fact that they do not own their "brand" and complete message. If this keeps up which it will, Customer service should improve over the next few years. I wonder if anyone has thought of creating an award for the Brand that fixes the biggest snafu of the year via Social Media channels. Instead of the best outbound ads and commercials. I have a story about Delta that I need to get out.... I will wait the airlines have enough going on right now... Again thanks for great post Love the post and have shared with several local biz that I work with and let them get thier heads around the fact that they do not own their “brand” and complete message.

If this keeps up which it will, Customer service should improve over the next few years. I wonder if anyone has thought of creating an award for the Brand that fixes the biggest snafu of the year via Social Media channels. Instead of the best outbound ads and commercials.

I have a story about Delta that I need to get out…. I will wait the airlines have enough going on right now…

Again thanks for great post

]]> By: Paula Williams, PMP http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-2514 Paula Williams, PMP Sat, 18 Jul 2009 06:03:26 +0000 http://simpliflying.com/?p=1432#comment-2514 This is great, Shashank! And great minds think alike. :-) I posted an article this morning - Roasted in Social Media - Case Study - United Breaks Guitars http://www.aviationbusinessconsultants.com/?p=691 This is great, Shashank!

And great minds think alike. :-)

I posted an article this morning – Roasted in Social Media – Case Study – United Breaks Guitars http://www.aviationbusinessconsultants.com/?p=691

]]> By: Mark Campbell http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-2513 Mark Campbell Sat, 18 Jul 2009 05:57:12 +0000 http://simpliflying.com/?p=1432#comment-2513 What Carroll demonstrates is how the social media tools major corporations see as being essential and beneficial to them also have the power to put the screws to them. There are companies that lack the background or agility to get in and do it right. And they are left scrambling in reactive mode when someone like Carroll comes along. Really, it shouldn't take a missive like this to effect change at United. The company has been in business for years and surely has some knowledge that there are unhappy individuals who can negatively shape brand perceptions in the public. And that knowledge should have led them to look at their customer service processes and policies to see how they can effectively and efficiently handle a complaint such as Carroll's What has changed is that most of those complaints were by individuals who couldn't really draw massive attention to their concerns or issues. Now, thanks to social media, they have more reach and clout than ever before. They can instantly connect with and galvanize thousands of other unhappy consumers willing to share their experiences. As a result, they can draw more attention and scrutiny to how companies conduct themselves than they could have managed in the past. All the more reason for companies to look at how they deliver customer service, and to determine how they can use social media tools in ways that engage and reflect the support of their true believers to balance such negative perceptions. I'm not saying companies must always capitulate to complaints. In fact, there are some commentators who have said, based on details in Carroll's blog, that United did nothing wrong here. But the media and blogs I've seen have been more sympathetic to his situation perhaps because so many of us have airline horror stories to share, and he's an individual up against a large company. Even so, perceptions are everything. Which means they need to give more consideration to how they address such complaints, and how they interact with customers in every medium in which they maintain a presence. Ultimately, be transparent, responsive and efficient when dealing with customers, or you may give someone like Carroll an ax to grind. What Carroll demonstrates is how the social media tools major corporations see as being essential and beneficial to them also have the power to put the screws to them. There are companies that lack the background or agility to get in and do it right. And they are left scrambling in reactive mode when someone like Carroll comes along.

Really, it shouldn’t take a missive like this to effect change at United. The company has been in business for years and surely has some knowledge that there are unhappy individuals who can negatively shape brand perceptions in the public. And that knowledge should have led them to look at their customer service processes and policies to see how they can effectively and efficiently handle a complaint such as Carroll’s

What has changed is that most of those complaints were by individuals who couldn’t really draw massive attention to their concerns or issues. Now, thanks to social media, they have more reach and clout than ever before. They can instantly connect with and galvanize thousands of other unhappy consumers willing to share their experiences. As a result, they can draw more attention and scrutiny to how companies conduct themselves than they could have managed in the past. All the more reason for companies to look at how they deliver customer service, and to determine how they can use social media tools in ways that engage and reflect the support of their true believers to balance such negative perceptions.

I’m not saying companies must always capitulate to complaints. In fact, there are some commentators who have said, based on details in Carroll’s blog, that United did nothing wrong here. But the media and blogs I’ve seen have been more sympathetic to his situation perhaps because so many of us have airline horror stories to share, and he’s an individual up against a large company. Even so, perceptions are everything. Which means they need to give more consideration to how they address such complaints, and how they interact with customers in every medium in which they maintain a presence. Ultimately, be transparent, responsive and efficient when dealing with customers, or you may give someone like Carroll an ax to grind.

]]> By: Jeffrey Mitchell http://simpliflying.com/2009/meet-the-new-chief-marketing-officer-of-united-airlines-dave-carroll-he-sings-and-plays-a-guitar/comment-page-1/#comment-2512 Jeffrey Mitchell Sat, 18 Jul 2009 05:56:19 +0000 http://simpliflying.com/?p=1432#comment-2512 Dave Carroll shows the great power of what can happen when social media and the democratizing power of the internet are combined. In monitorring the situation, the perception has now been changed that United has poor baggage handling skills. The fact that they didn't recompensate Dave Carroll the $1,200 for his Taylor Guitar is now going to cost them several million dollars in the long run in an attempt to restore credibility and lost ticket sales. I wouldn't be surprised to see the share prices drop due to this event. Dave Carroll shows the great power of what can happen when social media and the democratizing power of the internet are combined. In monitorring the situation, the perception has now been changed that United has poor baggage handling skills. The fact that they didn’t recompensate Dave Carroll the $1,200 for his Taylor Guitar is now going to cost them several million dollars in the long run in an attempt to restore credibility and lost ticket sales. I wouldn’t be surprised to see the share prices drop due to this event.

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