Insights Blog
Turbulence Subsiding, but the Seatbelt Sign Remains On for United
While I’d like to take credit for the full-page ads United Airlines finally was able to publish in many of the Top 10 Daily Newspapers yesterday, and for the eMail I received about the same time from CEO Oscar Munoz, it would be a bit of hubris for me to think my blog post from April 15th catalyzed these actions.....
Failed Customer Centricity and a Brand Implosion: United Airlines
Like many of you I am mortified by what we all witnessed as social media exposed United Airline’s practices run amok this past Monday. As a year-over-year 1K nearly 2-million mile United customer, I am deeply disturbed and seriously reconsidering the value of that loyalty.
The Customer Rules Again in 2017
Happy New Year! We've noticed that 2017 is, once again, being touted as the "year of the customer." Well, "duh," so it should...