How to Win, Keep or Lose Customers

In the past couple of weeks, there’s been some world famous PR disasters. Pepsi’s embarrassing appropriation of counterculture, multi-ethnicity and grassroots demonstrations was one. United Airline’s violent enforcement of ridiculous procedures was another. And finally, last week an American Airlines’ flight attendant yelled at a crying mother and hit her with her stroller, narrowly missing the baby in her arms. These are of course major fails, that senior management are working around… Read More

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