CRM on Twitter: September 2009
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
For the rest of the September 2009 issue of CRM magazine please click here

For the rest of the September 2009 issue of CRM magazine please click here.

The new math: Customer dissatisfaction + social media = a first-class pain. Just ask United Airlines (@UnitedAirlines), the subject of an unflattering viral video by passenger Dave Carroll (@DaveCarroll), who claimed his guitar was damaged by baggage handlers. CRM Managing Editor Joshua Weinberger (@kitson) blogged about the kerfuffle (http://sn.im/jwblog0709), but, 4 million YouTube viewings later, the story is still—pardon the expression—flying high, as these tweets show. 

CRM magazine can be found at @CRM (www.twitter.com/CRM) and our online content resides at @destinationCRM (www.twitter.com/destinationCRM). Reach us directly by starting your tweet with @CRM.

Hi! Dave here. Have you seen my United Breaks Guitars video? http://sn.im/ual0706

If you ever need to fly United again, pack all of your breakables in a guitar case. I doubt they'll get broken now.

Re: The 'United Broke my Guitar' videos. When did "I'm going to go viral on your ass" become a legitimate threat?

@Kelly_MacD This has struck a chord w/ us and we've contacted him directly to make it right.

@jtkola Nope. That was a mistake that we made, have apologized for, have fixed, and most importantly, learned from too.

Wud like Dave 2 sing a happy tune—as asked we gave 3K to Thelonius Monk Institute of Jazz 4 music education 4 kids.

@HalifaxMagazine It should have been fixed sooner & not have happened in the 1st place. Video will be used for training.

Song 2 is all but recorded and the general consensus is that it's extremely catchy! Shooting for the video is scheduled for next Tuesday Aug 4. Stay tuned.

You may leave a public comment regarding this article by clicking on "Comments" at the top.
To contact the editors, please email editor@destinationCRM.com
Every month,
CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.

Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Learn more about the companies mentioned in this article in the destinationCRM Buyer's Guide:
Related Articles
As Twitter, the microblogging site, explodes in popularity, CRM has become a common topic. To bring the Web 2.0 world full-circle, we'll be highlighting a few choice tweets.
The microblogging site is rapidly becoming a destination of choice for the Web 2.0-savvy, and users of Microsoft Dynamics CRM 4.0 are certainly among them.
Some recent tweets about CRM software.
The twitterverse opens up on open-source CRM.
Getting customers all a-twitter.
Customer experience tales across the Twitterverse.
The financial crisis -- and the customer service issues it raises -- makes itself felt on Twitter.
Entellium's crisis played out on Twitter, live.
Cloud computing gets the Twitter treatment.
The recession casts a cold shadow over the Twitterverse.
So speak softly and carry just 140 characters.
Government 2.0 comes to the Twitterverse.
Search Engine Strategies NYC '09: Top twitterer Guy Kawasaki explains how to use the microblogging site for marketing, and why "nobodies are the new somebodies."
Customer service tweeps speak for themselves.
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
How have retailers fared in the twitterverse?
Social media thought leaders, twittering about social media.
The end of on-demand business intelligence provider LucidEra, captured on the public tweetstream.
What does the Twittersphere think of Salesforce.com?
Related Best Practices White Papers

Sponsored By: Jacada, Avaya, Confirmit, inMoment and BoldChat

Sponsored By: Genesys, Avaya, Verint, and Aspect

Sponsored By: Informatica

Sponsored By: Genesys

Sponsored By: Conga

Sponsored By: Verint®, Confirmit and inContact

Sponsored By: Genesys, inContact and Sparkcentral

Sponsored By: Verint
Related Sponsored Content

A Soffront White Paper

Sponsored By: USAN

A Medallia Digital White Paper

Sponsored By: Radial
Popular Articles

Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us