OUR TAKE -  United Airlines, Meet Bob Taylor     Recent Editions of CRMAdvocate 07.22.10    Inviting Competitors to Your Party 07.21.10    Taking the High Ground 07.19.10    The Apple HIPPO 07.15.10    I Did Better Than Guitar Man 07.14.10    Your "Go Social" Story 07.12.10    Guitar Man Meets Biker Mom Lasting Impressions: The opportunity for brotherhood presents itself every time you meet a human being. - Jane Wyman One man's misery is another man's opportunity. The lengthy discussion regarding Guitar Man and his woes with United Airlines over the damage to his prized Taylor guitar has sparked many thoughts and emotions. I particularly like the response by Bob Taylor of Taylor Guitars.   Bob knows of hundreds if not thousands of broken guitar stories. In his two minute video, Bob shares best practices on how to minimize the chance of damage. And he uses the Guitar Man's story to tell the world that he has opened up his service center to repairs of not only Taylor guitars but all guitars. What an awesome opportunity to start a dialog with a qualified group of people who could eventually become loyal customers.   But let's not stop there. I smell opportunity for United Airlines as well as all airlines. If the airlines cannot avoid occasional damage, how wonderful would it be for them to have an arrangement with a manufacturer to make repairs? The money spent on deflecting customer dissatisfaction could be used to actually fix the customer's problem. And perhaps the baggage handlers would get a bit more guidance on care if there were real consequences to rough treatment.   That's my take. Do you agree? What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   Article:    A lesson from LeBron James for loyalty marketers Take the latest in the LeBron James basketball, saga. How could the fact that the star free agent signed with Miami, along with two other highly-paid B-ball stars, rather than sticking with the Cleveland Cavaliers, be relatable to our work in loyalty marketing? Yet, the word “loyalty” — or lack thereof — seems to be sticking to LeBron James like glue. (CustomerThink )   News:    izmocars Drives Automotive CRM with Social Media Integration izmocars, a business solutions provider for the automotive industry, added social networking into automotive CRM with a new release of its web-based iCRM system. The company also announced that social networking is now integrated into its lead management product, iLM. (izmocars )   Article:    Crashing the Community According to a study conducted by social media management firm Vitrue, organizations see an average value of approximately $3.60 for each “fan” they have on Facebook. A paltry sum? Well, if you multiply that by a few hundred thousand fans, community-based damage to your brand’s reputation will make retaining (or worse, reacquiring) the fans in that community quite costly. Manufacturing giant Nestlé may have learned that lesson in the wake of an episode on its branded Facebook fan page in March. The kerfuffle began when a Nestlé “fan”—actually a Nestlé critic who had joined the open community—used a pejoratively modified version of the brand’s logo as her Facebook photo, and others did likewise. (DestinationCRM )   News:    BMC Software and Salesforce Fuel Adoption of Cloud-based ITSM BMC and salesforce.com announced additions to their alliance as more companies adopt the BMC ServiceDesk on Force.com solution for IT service management. Salesforce.com is now reselling BMC ServiceDesk on Force.com to accelerate the momentum for Cloud 2 within IT departments. The BMC ServiceDesk on Force.com solution offers customers consolidated service desk, self-service and inventory management capabilities delivered on the Force.com platform. The addition of Chatter social capabilities in Force.com, such as real-time feeds, status updates and profiles will foster stronger collaboration within IT departments and with internal users.(BMC )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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