What does a sense of direction have to do with leadership in crisis? As it turns out, plenty.
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?
What has the chore of patching broken ceilings have to do with branding and marketing? In today’s rapidly changing media landscape, a lot.
Technology can seem to improve workflow and business processes, to reduce administrative overheads and errors. But do they improve customer service?