C-Suite Confusion, Fear and Disagreement
It’s little wonder someone like musician David Carroll was inspired to produce a music video – that went viral – about United Airlines’s cavalier attitude toward him when he complained about how they badly damaged his guitar in transport. “United Breaks Guitars” – cited in an excellent report from the Economist Intelligence Unit – was a wake up call to United. But its point about the importance of responsive customer service in the on-line age doesn’t seem to have penetrated the business world as yet. As the infographic summarizes,...
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