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The Costs of Poor Customer Service - United Airlines and the Guitar Hero

Jim Riley

5th October 2009

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Many thanks to Adam Fraser at Netherhall for suggesting this superb video example to use to illustrate the costs of poor customer service…

A couple of months ago this Canadian singer got his revenge, and caused United Airlines huge problems, when his customer service gripes were turned into a You Tube hit. The first video below has a useful news item from ITN explaining the story in brief. The second video, further below, has the full version of the hit song.

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Jim Riley

Jim co-founded tutor2u alongside his twin brother Geoff! Jim is a well-known Business writer and presenter as well as being one of the UK's leading educational technology entrepreneurs.

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