Dave Carroll, the guy who created one of the first viral videos about United Airlines breaking his guitar, was one of the keynoters at European Customer Experience World in London. He and I had a chance to speak after his presentation.
When I asked him about what this own journey had taught him, I was surprised. Dave believes that one of social media’s highest and best purposes with regard to customer service and customer experience is to use the medium to handle issues without confrontation. See what he has to say in the video below.
Almost five years later, United still doesn’t get customer experience. If you live on Earth, you’ve probably seen some version of this video which show that, to United, airline policy is more important than customer care and common sense.
Continue to video (caution: this is an emotionally gritty, hard-to-watch video of Dr. Dao being forcibly taken from the plane):
If you haven’t seen United Breaks Guitars yet, check it out below.