Back to resources

Talk Time – Rohini Nilekani in conversation with tanmoy goswami – The Smart Manager

Others | Feb 1, 2012

SMART SUMMARY: In 2008, United Airlines allegedly broke a $3500 custom made guitar belonging to Canadian musician Dave Carroll. Following many rounds of fruitless dialog, during which the company’s managers relentlessly cited ‘policy’ and refused to compensate the musician, Carroll made a music video called United Breaks Guitars that had amassed 10 million views on YouTube by February 2011. The impact: According to The Times, within four days of the video being posted, investors in the airline had lost $180m due to a fall in its stock price. The moral of the story: Managers need to talk meaningfully with their customers while they can…or face the music.

View PDF

More like this

Others

Acceptance Letter | American Academy of Arts and Sciences

Thank you for your letter dated April 10, 2017, welcoming me as a newly elected member of the American Academy of Arts and Sciences. View PDF
May 1, 2017 | Invitation

Others

Praja Vaani - Kannada

Praja Vaani – Kannada View PDF
Jun 26, 2006 | Article

Others

BANGALORE FAST FORWARD - Knowledge City

Bangalore is a Happening City. We’ve heard it so many times. But what does that mean? Did the people of Magadha say it was a happening city? Or the citizens of Awadh? Or nearer in time, did Bombayites think their city was happening? And did this actually start getting said because the city in some […]
Sep 4, 2003 | Article

Others

Crime - Murder - A Bloody Affair

It seemed incredible that a murder could be committed in a building right on the main road of one of the City’s busiest areas—Chowpatty. But on November 12, ex-judge of the Bombay High Court S.M. Shah, 75, and his wife Dr Mira Shah, 61, were found in a pool of blood in their home in […]
Dec 6, 1980 | Article