http://www.concurringopinions.com/archives/2007/08/23_business_day.html The Law, the Universe, and Everything Sat, 21 Nov 2009 21:19:19 -0700 http://wordpress.org/?v=2.8.3 hourly 1 http://www.concurringopinions.com/archives/2007/08/23_business_day.html/comment-page-1#comment-52966 Deven Thu, 02 Aug 2007 17:26:52 +0000 http://www.solove.org/archives/2007/08/%e2%80%9c23-business-days-to-respond%e2%80%9d-lessons-in-goodwill-and-customer-experience.html#comment-52966 Wow I had the impression as you all report that others were having trouble with the airline but Eric's tip and Bill's note show how fast these issues can catch up with a company. I went to, what I think, was one of the first conferences on marketing and blogs a few years back (at least it was the first by the marketing industry). The group noted that honest CEO blogs can help a company, but classic spin could fuel online image problems. They had some good examples of high-level executives being honest about glitches and set-backs and how people seemed to respond well and had more on opaque responses that generated derision and rejection of the company. The hard part for public companies might be the securities regulations about public statements. Someone must have written about that but I can't say that I have seen or looked for that material. Wow I had the impression as you all report that others were having trouble with the airline but Eric’s tip and Bill’s note show how fast these issues can catch up with a company. I went to, what I think, was one of the first conferences on marketing and blogs a few years back (at least it was the first by the marketing industry). The group noted that honest CEO blogs can help a company, but classic spin could fuel online image problems. They had some good examples of high-level executives being honest about glitches and set-backs and how people seemed to respond well and had more on opaque responses that generated derision and rejection of the company. The hard part for public companies might be the securities regulations about public statements. Someone must have written about that but I can’t say that I have seen or looked for that material.

]]> http://www.concurringopinions.com/archives/2007/08/23_business_day.html/comment-page-1#comment-52965 Janet Thu, 02 Aug 2007 06:36:43 +0000 http://www.solove.org/archives/2007/08/%e2%80%9c23-business-days-to-respond%e2%80%9d-lessons-in-goodwill-and-customer-experience.html#comment-52965 Just this Saturday night I had to pick up a friend at the Philly bus station at 2 AM because Northwest stranded her at LaGuardia and she had to take the bus back. She never did get where she was going. Just this Saturday night I had to pick up a friend at the Philly bus station at 2 AM because Northwest stranded her at LaGuardia and she had to take the bus back. She never did get where she was going.

]]> http://www.concurringopinions.com/archives/2007/08/23_business_day.html/comment-page-1#comment-52964 WIlliam McGeveran Thu, 02 Aug 2007 05:52:13 +0000 http://www.solove.org/archives/2007/08/%e2%80%9c23-business-days-to-respond%e2%80%9d-lessons-in-goodwill-and-customer-experience.html#comment-52964 The airline may finally be getting the message, Deven. The CEO was <a href="http://minnesota.publicradio.org/display/web/2007/08/01/steenlandapology/" rel="nofollow">on the radio here</a> in the Twin Cities this morning apologizing for recent (horrendous) service problems. The airline may finally be getting the message, Deven. The CEO was on the radio here in the Twin Cities this morning apologizing for recent (horrendous) service problems.

]]> http://www.concurringopinions.com/archives/2007/08/23_business_day.html/comment-page-1#comment-52963 Bruce Boyden Thu, 02 Aug 2007 04:27:19 +0000 http://www.solove.org/archives/2007/08/%e2%80%9c23-business-days-to-respond%e2%80%9d-lessons-in-goodwill-and-customer-experience.html#comment-52963 When I taught at MSU a couple of years ago while maintaining a home base in DC, I flew Northwest a lot. It was a direct flight and I never had any problems with it. But I met several Northwest frequent fliers, and they all uniformly bad-mouthed the airline. It felt like when I toured East Germany in 1988, and our tour group was approached by numerous East Germans who proceeded to tell us how awful the country was. When I taught at MSU a couple of years ago while maintaining a home base in DC, I flew Northwest a lot. It was a direct flight and I never had any problems with it. But I met several Northwest frequent fliers, and they all uniformly bad-mouthed the airline. It felt like when I toured East Germany in 1988, and our tour group was approached by numerous East Germans who proceeded to tell us how awful the country was.

]]> http://www.concurringopinions.com/archives/2007/08/23_business_day.html/comment-page-1#comment-52962 Eric Goldman Thu, 02 Aug 2007 02:48:12 +0000 http://www.solove.org/archives/2007/08/%e2%80%9c23-business-days-to-respond%e2%80%9d-lessons-in-goodwill-and-customer-experience.html#comment-52962 Google "Northworst." Eric. Google “Northworst.” Eric.

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