Assignment Case; United Breaks Guitar Q) Why do you think Dave Carroll's video spread so fast to so many people? Ans) Dave Carroll's video spread so fast to so many people because of the following reasons First, the video was containing a traveller as well a business storyline. The video simply used singing and irony and hence it was picked up very quickly on YouTube. Hundreds of media reports repeatedly published the story. CNN urged viewers, “Anyone who’s ever been frustrated with an airline
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Yohance Patterson Case Study 3 Professor George Scott 11/07/14 United Breaks Guitars “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently.” – Warren Buffet (cite) Introduction David Carroll a musician and his band “Sons of Maxwell” were flying back from their hometown of Halifax, Canada from doing a week worth of shows in Omaha, Nebraska on March 31, 2008. On aboard a connector flight in Chicago at O’Hara international
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To evaluate the effectiveness of United Airlines’ response to Carroll’s viral video, we have to take into consideration what they were hoping to achieve with their responses. In this case, the messages that United issued contain indications that their focus was on damage control rather than process improvement. Although United did indeed actively reply to tweets and other social media communications, they made no real effort to amend the underlying issue that caused the PR debacle in the first place
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“United Breaks Guitars”—An Epic Social Media Failure On March 31, 2008, musician and lead singer Dave Carroll and his Canadian band, Sons of Maxwell, departed for a weeklong tour, flying on United Airlines (UAL) from Halifax, Nova Scotia, Canada to Omaha, Nebraska via Chicago’s O’Hare Airport. As they waited to deplane at O’Hare, Carroll and his band observed UAL baggage handlers tossing their expensive instruments around the tarmac “without regard.” Carroll’s desperate pleas to multiple UAL employees
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United Breaks Guitars Even though this case seems to be a big crisis for United, I personally think that the United’s response was not bad, speaking from the marketing perspective. How United responded to this situation had a lot to do United’s positioning at the time. Cutting costs and experiencing bankruptcy made United price-sensitive. It is impossible to satisfy everyone. The response determined how United was going to be seen in consumers’ eyes. First of all, it was good that United responded
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BUSINESS SIMULATIONS USA & Canada 877.477.8787 Outside USA & Canada +1.312.477.7200 WWW.CAPSIM.COM The Course Road Map Registration Getting Started Login with your User ID and Password at capsim.com. Click on Capstone. Go to Getting Started and follow the steps that include: » Reviewing the Rehearsal Tutorial » Opening the Capstone Spreadsheet » Forming your company Practice Rounds (if applicable) Competition Rounds When the Competition begins, your decisions count! Additional tasks
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correspondence seeking reparations for musical instruments damaged by United Airlines employees stalemated, Canadian musician Dave Carroll took action online. Utilizing the video-sharing Web site YouTube, Carroll narrated his ordeal went viral generating a torrent of negative YouTube comments about United, commentary from the mainstream media, and more than 3 million views the first week of its launch. United Breaks Guitars embodies the new phenomenon of a social media wildfire in which the rapid
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Pages Case 3 United Breaks Guitars John Deighton Leora Kornfeld On July 8, 2009, United Airlines offered professional musician Dave Carroll $1,200 in cash and $1,200 in flight vouchers to ‘make right’ a situation in which his guitar had been damaged at Chicago’s O’Hare airport during transfer from one airplane to another, in full view of passengers seated in the plane. Carroll had spent 15 months seeking compensation, but the effort appeared to have reached an impasse when a United Airlines customer
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the train and die a sure death (Rodriguez, 2011). What Not To Do United Airlines Customer service is something all businesses know is important; however, not all businesses invest and prioritize customer service in their vision or strategic plans. If a business is a service or product provider with a well known name and brand, not paying attention to customers could be a big mistake. One such service provider, United Airlines, committed one of those big mistakes. This Fortune 500 multibillion
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United Breaks Guitars In March 2008, Dave Carroll, a musician from Halifax, NS and his band, the Sons of Maxwell, traveled from Halifax to Nebraska via O’Hare airport in Chicago. What happened on the journey became the subject of outrage, embarrassment, amusement, and transformed Carroll from country singer
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