Entries by Johanna

NEW VIDEO: United Breaks Guitars 4?

Over the past few days, I have received several emails and requests via social media to write a song in response to the Customer Service incident on United Airlines, involving passenger Dr David Dao, who was forcefully removed from United Airlines Flight 3411 on Sunday April 9th. This is my response… Watch United Breaks Guitars


Sell a strong story Customers and staff alike can be inspired by true-life tales that are often overlooked by airline sales and marketing teams, says Shashank Nigam, chief executive of SimpliFlying When United Airlines broke Dave Carroll’s guitar and his music video of the incident went viral, the carrier issued a press release that talked

NEW VIDEO: I Cried by Max Carroll (with Sons of Maxwell)

Before my folks got married their relationship hit a little bump in the road and, for a short while, my mom entertained another prospect. My Dad didn’t appreciate this other gentleman caller and eventually, neither did my mom. Max and Sharon patched things up and the rest is history. During ‘The Dark Period’ however, my

NEW VIDEO: Froggy on Ya Baby

 I’m a big fan of Country music and have been for a long time. My friend and co-producer Scott Ferguson and I were following some of the online criticism of the Bro Country genre one day when we joked about the fun we could have making a lighthearted offering of our own. The song was

Video: God Save Doreen by Dave Carroll

 My grandmother Doreen Daley was a big influence over my entire family and although she lived in several places during her life, she spent her last few years here in Halifax with my parents. She was a British war bride arriving with my dad and his sister at Pier 21 in Halifax, Nova Scotia in

How To Make Your Customer Really Mad

As a consumer advocate and professional speaker I listen to consumers from around the world share their unpleasant customer experiences and this is a great example of one that ends well, but one that the company should have solved much sooner. This highly respected brand was close to experiencing a social media crisis by doing

Where’s The Beef (Or The Responsibility For It)?

In my opinion, I’ve got one of the best jobs in the world. I’m privileged to travel the world sharing my insights on the value of delivering outstanding customer service and why every business needs to become an effective storyteller. This past week United Airlines has been in the news twice for customer service failures.

Air Canada Dropping the Ball (and our luggage)

Air Canada Dropping the Ball (and our luggage) Last week Air Canada was thrown into crisis mode when a passenger caught AC baggage handlers on video dropping luggage from the top of an outdoor staircase to a luggage trailer 20 feet below. http://bit.ly/1hcvAQd Rather than walking the bags down the stairs, as one would hope,