An interview with the critic, then a second one
When I came aboard to reboot Guitar Center's affiliate program, my first move was to seek out the reviewers with the most credibility — including the ones who'd been hardest on us. Phillip McKnight had spent years publicly critiquing Guitar Center on assortment, quality control, and in-store expertise: precisely the things our new CEO had come in to fix. So we put the CEO in front of him with no conditions on questions. It went well enough that Phil wanted a second conversation a year later — and well enough that competitors started angling for the same treatment on his channel.
YouTube · Phillip McKnightPart 1 Guitar Center's CEO Reacts To My Criticism







