CRM on Twitter: September 2009

Article Featured Image

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 (, 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 ( and our online content resides at @destinationCRM ( Reach us directly by starting your tweet with @CRM.

Hi! Dave here. Have you seen my United Breaks Guitars video?

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
Every month,
CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit

CRM Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues

Related Articles

CRM on Twitter: June 2008

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.

CRM on Twitter: July 2008

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.

CRM on Twitter: August 2008

Some recent tweets about CRM software.

CRM on Twitter: September 2008

The twitterverse opens up on open-source CRM.

The 2008 CRM Market Awards: Rising Stars -- Twitter

Getting customers all a-twitter.

CRM on Twitter: October 2008

Customer experience tales across the Twitterverse.

CRM on Twitter: November 2008

The financial crisis -- and the customer service issues it raises -- makes itself felt on Twitter.

CRM on Twitter: December 2008

Entellium's crisis played out on Twitter, live.

CRM on Twitter: January 2009

Cloud computing gets the Twitter treatment.

CRM on Twitter: February 2009

The recession casts a cold shadow over the Twitterverse.

The Tweet Is Mightier than the Sword

So speak softly and carry just 140 characters.

CRM on Twitter: March 2009

Government 2.0 comes to the Twitterverse.

10 Steps to Terrific Twittering

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."

CRM on Twitter: April 2009

Customer service tweeps speak for themselves.

Twitter on CRM

CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.

CRM on Twitter: May 2009

How have retailers fared in the twitterverse?

CRM on Twitter: June 2009

Social media thought leaders, twittering about social media.

CRM on Twitter: August 2009

The end of on-demand business intelligence provider LucidEra, captured on the public tweetstream.

CRM on Twitter: July 2009

CRM on Twitter: October 2009

CRM on Twitter: November 2009

What does the Twittersphere think of