What is the power of one customer in today’s connected world?
On a flight from Halifax through O’Hare to Omaha, United broke Carroll’s expensive Taylor guitar. He didn’t sign a waiver, and even if he had there’s no excuse for how first his baggage was treated — and then, even more importantly, how HE was treated.
What United didn’t understand — and if you want to know my opinion of them, just do a little search here on McKain Viewpoint for “United” and you’ll see I think a lot like Carroll — is that now the customer has power.
Dave decided to write a little song about his experience. And now, via YouTube, over ONE AND A HALF MILLION PEOPLE have watched his video.
Wouldn’t it have been less costly — not to mention just the RIGHT thing to do — for United to have created a better experience for their customer?
Oh…I forgot…they’re too worried about moving planes from place to place…and losing money…to worry about the people who buy the tickets.
Is your focus on the right place? It had better be…because your customer has the power!