SMART SUMMARY: In 2008, United Airlines allegedly broke a $3500 custom made guitar belonging to Canadian musician Dave Carroll. Following many rounds of fruitless dialog, during which the company’s managers relentlessly cited ‘policy’ and refused to compensate the musician, Carroll made a music video called United Breaks Guitars that had amassed 10 million views on YouTube by February 2011. The impact: According to The Times, within four days of the video being posted, investors in the airline had lost $180m due to a fall in its stock price. The moral of the story: Managers need to talk meaningfully with their customers while they can…or face the music.
Talk Time – Rohini Nilekani in conversation with tanmoy goswami – The Smart Manager
Jan 31, 2012
Interview
SHARE
KEYWORDS
YOU MAY ALSO WANT TO READ
Sep 04, 2022
Podcast
At a time when the government and the marketplace have assumed enormous power over our lives and choices, Rohini Nilekani argues that now is the time for civil societies to [...]
Aug 26, 2022
Article
Of India’s many prominent business couples, few can match the Nilekanis in their uniqueness. Nandan Nilekani is now a business legend, for his role in building Infosys (with N R [...]
Aug 23, 2022
Interview
This year marks 30 years since philanthropist-author Rohini Nilekani started her journey in civic engagement. She started with Nagarik, a public charitable trust, in 1992 and is now the Chairperson [...]
