Archive

United Airlines CEO Oscar Munoz on Tuesday apologized to the United States Congress for his company causing a passenger to be dragged off a UA flight last month. United failed its customers and failed as a company in that incident, and this has to be a turning point for the airline, Munoz told the U...

Samsung Electronics on Monday announced that it has developed new quality assurance protocols to ensure that it won't have a repeat of the catastrophic issues that plagued its Galaxy Note7 handsets. The company last fall issued a universal recall after several of the devices caught fire or exploded....

Shares of Samsung Electronics fell sharply on Tuesday after the company confirmed reports that it had halted production of its flagship Galaxy Note7 smartphone, just launched this summer. The move came after several replacement phones reportedly smoldered or caught fire. Shares fell 8 percent in the...

Samsung has stopped production of its problematic Galaxy Note7 smartphones, according to multiple press reports Monday. The company had been offering replacements of the phone after issuing a recall due to defective batteries, but all four major carriers have stopped doing so, presumably because sev...

That's the situation Samsung found itself in last week when the U.S. Consumer Product Safety Commission issued a warning about certain top-load washing machines made by the company between March 2011 and April 2016. "CPSC is advising consumers to only use the delicate cycle when washing bedding, wat...

Southwest Airlines on Wednesday evacuated a plane in Louisville, Kentucky, after a Samsung Galaxy Note7 began popping and issuing thick smoke. Samsung last month began replacing Galaxy Note7s globally, following reports of several of the devices catching fire or exploding. It blamed the problem on a...

Delta Air Lines reportedly canceled 300 flights Tuesday morning, a day after a mammoth outage that forced it to temporarily ground thousands of flights worldwide and ultimately cancel more than 400 of them. Although an update posted at 10:00 p.m. ET Monday night warned that there would be more than ...

Not all innovation is good. Let me illustrate with a few examples of how poor innovation can harm a company. Bad innovation can quickly cut down a brand that took years to build. Generally speaking, innovation is good. Without innovation, we would still be driving a Model T and getting blocks of ice...

Comcast has been trying to improve customer care. It has made some headway, but reliability of its services still is a big issue. I like Comcast people. During the last couple of years, their performance has gotten better. However, the quality of Comcast's service is still unreliable, at best, and p...

Windows 8 is the torpedo that sunk Steve Ballmer, the headlines have been screaming. The news we were all expecting finally arrived last Friday with the announcement that Steve Ballmer would step down as Microsoft's CEO. Now the question is who will replace Ballmer -- and will that person be the rig...

Consumers give hotels, airlines and car rental companies high marks in customer satisfaction for the mobile experience they provide, according to the "ForeSee Mobile Satisfaction Index: Travel Edition." Online travel agencies, however -- not so much. Specifically, of the measured travel categorie...

A marketing campaign by Southwest Airlines to mark the growth of its Facebook fan base to 3-million turned into an unmitigated PR nightmare last Friday. Southwest offered discounted flights that day to celebrate the social media milestone. Unfortunately, customers who tried to take advantage of the ...

Customer satisfaction with the airline industry took a dip in J.D. Power and Associates' 2012 North America Airline Satisfaction study after two consecutive years of improvement. The drop was not a large one; overall, passenger satisfaction dropped to 681 index points on a 1,000-point scale. In 2011...

The move to cloud is far more than an IT delivery model adjustment. It really presents a unique opportunity to get IT -- and the business of IT -- right at the highest levels. On the main stage at VMworld 2011 recently, VMware Copresident Carl Eschenbach demonstrated that impact through testimonials...