Media Hacks Break Guitars

August 6th, 2009 by admin under Customer Service, Newsworthy, Response, Social Media

I wasn’t going to comment on the United Breaks Guitars fiasco because it hit the mainstream media so fast and United’s response seemed almost conventional. Almost predictable.
But listening to this week’s Media Hacks podcast made me realize what a great case study it is on multiple levels. Mitch, Julien, CC and Hugh were debating whether [...]

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Jumping On The Andwagon

June 7th, 2009 by admin under Customer Service, Response, Social Media

First off, apologies for the radio silence lately. We’ve been tightening screws and pitching while keeping a few other balls in the air. We’re back now.
Been thinking a lot lately about what happens when well-intentioned people use tools like Twitter, Digg, Reddit, etc., to snowball memes about companies without filtering or investigating themselves.
It’s been the [...]

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