Dave Carroll now includes public speaker as one of his many talents and he incor

Question

Dave Carroll now includes public speaker as one of his many talents and he incorporates (1) customer relationships, (2) how companies use social media and (3) recognizing that people are connected with everyone worldwide into his talks. Listen to a segment of one of them at United Breaks Guitars Story & Case Studies (Links to an external site.) to prepare to answer the question.

To United Airlines, Dave would most likely be classified as “insignificant”, but his video sent a negative image of United Airlines worldwide. However, customer segmentation allows a company to cost effectively better serve thousands of customers. How might you reconcile this discrepancy between the two views? Or is there a discrepancy?

Explanation / Answer

Any company can choose to serve it target customer and gives best service to specific segmentation. But no company can tolerate to mess customer experiance. There is a discrepancy between 2 views, you cant serve customer better by not taking care of customer belongings and not responding to customer grienances. Any company is free to choose the segment it want to serve but with utmost care for customer service and their grievances.

In above example United Airlines has done few things wrong, such as mishandling of customer baggage & not proper response to customer grievances. When Dave went to Airlines with query no one responded properly and they tried to pass buck to each other that made Dave frustrated. If United Airlines had given attention & care to Dave's grivances then Dave must had felt some what ok and he might not had launched video that later embarresed airlines.

So any company want to serve to specific segement or general, all should give prime importance to customer service and its grievances.

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