Imagine, in the deep of COVID-19 season, where almost every airline is languishing or even facing closure, including stalwarts, there are a few which actually turned a profit.
Crises are plaguing many organizations today, from governments, corporations, institutions, non-profits, smaller entities, and even individuals.
One of the hallmarks of leadership is to have immersive experiences that you can relate to personally, and then nuancing them to help develop your own people working with you. However, short of being hands-on on every single task, what are some of the options for gaining such experiences, especially for an emerging leader, a leader in training, or even a leader already entrenched in the field but placed in even more challenging environments?
By now, practically a large part of the connected world may have read or viewed the incident at United Airlines Flight 3411 that happened in early April 2017.
As a marketing, branding and public relations practitioner since 1990s, I also wear another even earlier hat, that of customer service and process quality (since 1980s). What can the recent United Airlines incident benefit from an enlightened service approach?