Using The United Fiasco To Flourish In The Future

How many “experts” does it take to offer commentary and advice on a customer service catastrophe? The apparent answer is, “All of them.” This post, however, isn’t about what United Airlines did right or wrong on flight 3411. It is about the lessons you should learn and changes you need to make today to avoid alienating your current and potential customers in the future. Why You Should Care This was an incident no one wanted to happen. That reality should scare...