Tag Archives: Customer Service

United Airlines Breaks Guitars, Can Social Media Fix Them?

United Airlines Breaks Guitars, Can Social Media Fix Them?

Posted on July 18, 2009 by Jason Heller

In a moment of David v. Goliath glory, a United Airlines passenger, David Carroll of the Canadian folk band Sons of Maxwell, has become an interesting thorn in the side of United’s marketing department after his revenge video goes viral … Continue reading →

Posted in PR, Social Media, The Marketing Industry, Trends, Viral Marketing | Tagged , , , , , , | 1 Comment
BMW of Manhattan - When Social Media Reflects The Real World

BMW of Manhattan – When Social Media Reflects The Real World

Posted on December 6, 2008 by Jason Heller

I wanted to use a recent experience with horrendous service from BMW of Manhattan, to reflect on one of the main issues that companies don’t understand about social media. The basic principle is actually so fundamentally simple. If people are complaining about your service or products in the social media ecosystems than you have a problem with your service or product quality. Continue reading →

Posted in Social Media, Society & Culture, Trends | Tagged , , , , , , | 27 Comments
Bad Customer Service, Under My Microscope: ZapSurvey.com

Bad Customer Service, Under My Microscope: ZapSurvey.com

Posted on June 12, 2008 by Jason Heller

Update: less than 12 hours after posting – This post already comes up on the first page of Google results for the brand ZapSurvey. Great example of the power of blogs and the need for better customer support from marketers. Update … Continue reading →

Posted in PR, Social Media | Tagged , , , , | 2 Comments