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To my surprise, I've found quite a few people who have missed what I think will become one of the classic case-studies in customer management and PR in the web age. It stretches back over a year and involves a talented Canadian folk musician, Dave Carroll, and the story of his trip with his band to perform in Nebraska.

The band was forced to check in their guitars as luggage, and used strong hard-sided cases for the purpose. While in transit at Chicago flying on United Airlines, passengers saw United baggage handlers tossing the guitars across the tarmac with abandon. The United crew on the plane did nothing to help him and it was in Nebraska that he was finally able to check his $3,500 guitar, only to find the neck broken. Dave tried for over a year to get some explanation and compensation from United, but got a final "no" at the start of 2009. His parting message to the United representative was that he intended to write three folk songs about the experience.

Technorati Profile Thursday, July 16United Breaks Guitars - A Marketing Case Study In The Making To my surprise, I've found quite a few people who have missed what I think will become one of the classic case-studies in customer management and PR in the web age. It stretches back over a year and involves a talented Canadian folk musician, Dave Carroll, and th...