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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
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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.

@DaveCarroll:
Hi! Dave here. Have you seen my United Breaks Guitars video? http://sn.im/ual0706
http://twitter.com/DaveCarroll/status/2537996578

@jsandford:
If you ever need to fly United again, pack all of your breakables in a guitar case. I doubt they'll get broken now.
http://twitter.com/jsandford/statuses/2916302925

@AndrewAdamski:
Re: The 'United Broke my Guitar' videos. When did "I'm going to go viral on your ass" become a legitimate threat?
http://twitter.com/andrewadamski/statuses/2876632177

@UnitedAirlines:
@Kelly_MacD This has struck a chord w/ us and we've contacted him directly to make it right.
http://twitter.com/UnitedAirlines/status/2519461896

@UnitedAirlines:
@jtkola Nope. That was a mistake that we made, have apologized for, have fixed, and most importantly, learned from too.
http://twitter.com/UnitedAirlines/status/2621990297

@UnitedAirlines:
Wud like Dave 2 sing a happy tune—as asked we gave 3K to Thelonius Monk Institute of Jazz 4 music education 4 kids.
http://twitter.com/UnitedAirlines/status/2575032413

@UnitedAirlines:
@HalifaxMagazine It should have been fixed sooner & not have happened in the 1st place. Video will be used for training.
http://twitter.com/UnitedAirlines/status/2619483659

@DaveCarroll:
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.
http://twitter.com/DaveCarroll/status/2879626747

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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/.
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