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United Airlines

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Lessons in Customer Service: I Come to Praise United, Not to Bury It

By Paul Greenberg on January 3, 2013

United Airlines has hardly been a paradigm of excellent customer service. Most of the time they do what could only be called a nasty job of it. However, once in awhile, in adverse circumstances, in context, they get it right and it becomes a lesson in…

Posted in Business | Tagged customer service, United Airlines

Hollow words: United Airline's CEO talks up 'silver lining' of failure

Hollow words: United Airline’s CEO talks up ‘silver lining’ of failure

By Michael Krigsman on May 24, 2012

More from the front lines of United Airline’s merger with Continental.

Posted in Business | Tagged failure, United Airlines | 1 Response

Once again into the breach...of trust: United Airlines manages to do it again

Once again into the breach…of trust: United Airlines manages to do it again

By Paul Greenberg on April 20, 2012

Cost efficiencies are fine, but not at the expense of the customers — especially if it involves a serious service issue that can be at least mitigated by something that already had a proven benefit.

Posted in Business | Tagged United Airlines | 2 Responses

Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience

Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience

By R "Ray" Wang on March 2, 2012

Multiple Respected Research Survey Results Confirm Frequent Flyer Observations It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in.  Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have […]

Posted in Business, Featured Posts | Tagged airlines, Arrogant CEOs, Atmosphere Research, Bruce Temkin, CEO, Constellation Research, Continental, Customer Experience, customer experience management, CXP, Failures, From First To Worst, From Worst To First, Henry Harteveldt, Jeff Smisek, Next Gen Customer Experience, R "Ray" Wang;, rwang0, social business, Social CRM, Social Enterprise, Social Media, social media monitoring, social service, social technologies, socialytics, Temkin Group, travel, United, United Airlines, United Holdings | 2 Responses

Hurricane Irene exposes United Airlines' system issues

Hurricane Irene exposes United Airlines’ system issues

By Michael Krigsman on August 28, 2011

As the powerful Hurricane Irene strikes the east coast, it’s worthwhile observing the systems impact on airlines, trains, and other organizations affected by the storm. From a customer service perspective, large-scale events, such as a hurricane or natural disaster, are particularly difficult for these organizations to manage. Successfully handling the flood of calls, cancellations, and […]

Posted in Business | Tagged Boston, customer service, DevilAirline, Hurricane Irene, United Airlines

Night & Day: The Story of United Airlines & Marriott Hotels...Respectively

Night & Day: The Story of United Airlines & Marriott Hotels…Respectively

By Paul Greenberg on June 14, 2011

I’ve just returned from a trip to Halifax Nova Scotia (a really excellent city BTW…but not what I want to write about) where my wife and I visited my niece, nephew-in-law and their two kids – a great family in fact. In fact, if you’r…

Posted in Business | Tagged customer service, Halifax Nova Scotia, Marriott, United Airlines, United Express | 1 Response

United Airlines: Conditioning Your Customers to Expect Less

United Airlines: Conditioning Your Customers to Expect Less

By Jeff Nolan on November 17, 2010

Paul Greenberg wrote a lengthy piece about his complex relationship with United Airlines and their potential for service downgrading as a result of the merger with Continental. But…I still fly United. I like to say that the reason I fly United is because I’m already so vested in the frequent flier program that I just […]

Posted in Trends & Concepts | Tagged Airline, customer service, Frequent-flyer program, Loyalty, United Airlines, Virgin America | 2 Responses

United Airlines - Redemption or More of the Usual

United Airlines – Redemption or More of the Usual

By Paul Greenberg on November 9, 2010

As you probably know, by now, I’ve been a none too happy United Airlines flyer for many years, usually working to the point I get to a Premier Executive status and then I start flying other airlines. I’ve spent a lot of time using United Airlines a…

Posted in Business | Tagged Airline, Frequent-flyer program, United Airlines, Virgin America | 3 Responses

Social CRM: The inflexion point

Social CRM: The inflexion point

By Vinnie Mirchandani on July 12, 2010

In the “social” chapter in my new book, I was honored to have Paul Greenberg talk about the social customer and the fact that he/she increasingly “controls the conversation”. He succinctly talked about “customer referral value” versus

Posted in Trends & Concepts | Tagged CRM, Facebook, Paul Greenberg, Social CRM, Social network, Twitter, United Airlines

Microsoft Convergence 2010. Finally Getting Rid of the But....?

Microsoft Convergence 2010. Finally Getting Rid of the But….?

By Paul Greenberg on April 29, 2010

A couple of months ago, I was asked by Microsoft to help them (as a consultant) try to work on their Social CRM program. That included looking at products, messaging and doing some thought leadership stuff. I’m in the midst of that now and thus, have been able to get a deep and advanced look […]

Posted in Featured Posts, Trends & Concepts | Tagged CRM - Traditional, CRM Buzz, crm vendors, Forecasting, Industry Analysis, microsoft, Microsoft Convergence 2010, Microsoft Dynamics, MIcrosoft Dynamics CRM, Ray Ozzie, salesforce.com, Social CRM, social networks, Stephen Elop, Technology Reviews, United Airlines

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