Tag Archives: customer experience

NWA keeps writing and making it worse

Posted on August 25, 2009 by Gerard McLean

A couple weeks ago, I posted this up about an experience with Northwest Airlines. My daughter wrote one last letter and let them know her response was a blog post and that they really don’t need to keep on the … Continue reading →

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When anger turns into creativity

Posted on July 9, 2009 by Gerard McLean

This was published originally on TourneyCentral.com. Watch the video above. It was written and produced by Dave Carroll after an unpleasant experience with United Airlines. As of this writing, the video has been viewed 433,294 times on YouTube, had 3,274 … Continue reading →

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How the US Postal Service blows its brand every December

Posted on December 14, 2008 by Gerard McLean

Every December, Santa hands the US Postal Service a shiny new opportunity to rebrand itself as a lovable, caring organization that is an integral part of all 43,000+ Zip Codes it services. Every year, the USPS blows it terribly. I … Continue reading →

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