I couldn't resist the temptation, in fact, I consider it a disciplined strength of good marketing to follow voice of customer feedback to the happy ending. I'm beginning to wonder if that will be the case for this scenario.
You remember I shared the link to Dave Carrol's musical feedback on YouTube to United Airlines after the premature demise of his guitar at their hands and the compelling need Dave had to share the extent of his pain and dissatisfaction with the airline.
This whole exchange is taking on a new life of it's own with the help of social media. Entertaining to be certain. Amusing or not so amusing for United Airlines to be sure. Wondering if they will ever get as clever a response back to Dave while their reputation can still be saved?
If you too would like to see what's happened in the ongoing saga, take a look at Dave's second video at www.youtube.com/watch?v=h-UoERHaSQg. Be sure to watch the end when the United van runs over the guitar not just once but multiple times. Pure allegory, pure fun! Dave has enlisted a tuba player, oompah band with a trio of German Geeks, the FBI, a token old person and scores of volunteers. It's become a musical video production rivaling Rodgers & Hammerstein.
Additionally, there's now a third party airline industry expert who is weighing in on the situation with full his full production video counseling United on how to rebuild trust with their customers: http://.simplifying.com/2009/simpliflying-releases-the-answer-in-response-tounited-breaks-guitars-by-dave-carroll. This elaborate production comes complete with production timeline, original score and backstory.
So, if you're wondering who owns customer response, feedback and happiness reinstatement at United, the answer is evidently no one! At least no United employee, marketer or otherwise, on facebook, twitter or any linked social media.
This certainly underscores the comments Deborah Mourey made last week to "get on the social media bus or risk being at the bottom of the barrel"!
Mary
No comments:
Post a Comment