Tag Archives: United Breaks Guitars

Do I detect a pattern here?

Last year I posted a story¬†about a You Tube video being used to get an airline’s attention. In that case, United Airlines agreed to work with Dave Carrol’s video as a “training experience” for their employees. Today, CNN reported¬†about Johnnie … Continue reading

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Getting even by getting attention

Many years ago in some of my speeches I told a story about a flight from JFK to Boston (the Pan Am Shuttle) that had landed in Hartford due to weather in Boston and been delayed four hours. The passengers … Continue reading

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