Monthly Archives: November 2009

Podcast: They Invented the 30-Hour Day


This podcast explains how to use the Activities Analyzer to prioritize your time and get more done. Download the pdf here.

4 Tips to Building Customer Loyalty

Lessons Learned from United Airlines on What Not to Do

You may remember this past summer a story about David Carroll and United Airlines. David had flown on United and when he went to retrieve his guitar from baggage claim, it was broken. United refused to pay for the $1200 repair. David was not satisfied with the way United Airlines handled his complaint, so he took it to the Internet and placed this video on You Tube.

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Well, it gets better. Just last week, David had no choice but to fly on United Airlines again – and guess what – they lost his bag!  United’s response was that they will fully investigate what regretfully happened. The story was covered in The New York Times and many other news outlets. You can read the entire article here.

So what can we learn from United Airlines? Continue reading »