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

Kelvinator GR8! Women Awards 2007

ohini Nilekani started as a writer. She worked as a journalist for several years writing for many for leading publications such as Sunday and India Today. Her first novel, a medical thriller called STILLBORN was published by Penguin Books. She is Founder-Chairperson, Pratham Books, a non-profit publishing house set up to create high quality, low […]
Apr 1, 2007 | Awards

Others

Zakir Hussain - The Tabla Maestro

About five years ago, Zakir Hussain, like all other talented tabla players, was known merely as an accompanist. Being the son of a world famous artiste, Ustad Alla Rakha, he had far more exposure than those with less exalted family connections, but he did not draw crowds for himself, as he does today. This star […]
Feb 6, 1981 | Personality

Others

Nirmaadane (Kannada)

Nirmaadane (Kannada). Prajaa Vaani. View PDF
Jul 5, 2003 | Article

Others

Shake hands and make up

Chief minister Ramakrishna Hegde and the dissidents, led by H. D. Deve Gowda, have called a truce. But, given the belligerence of both sides, how long will it last? WHh deliberate cunning chief minister R.K. Hegde tried to reduce the serious matter of dissidence to a simple issue of discipline. But it is not likely […]
Jul 30, 1988 | Article