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.....

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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. 

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Customer Centricity: Simple in Principle; Nuanced in Implementation

Finally, with a break in an intensive several months of client engagements, a couple of days can be focused on conversing with fellow marketing executives about customer engagement in the digital age thanks to Wharton hosting its 2nd Annual Customer Centricity Summit in San Francisco.  Being customer-centric in the digital age probably seems obvious.  The implementation, however, can be nuanced...

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