Top of Mind Thursday April 13, 2017: The Beatings Will Continue Till Morale Improves

Top of Mind Thursday

There’s been much attention given to the unfortunate incident of a passenger being physically removed from a United Airlines flight on Monday, dragged, and bloodied when he refused to relinquish his seat for an airline employee.

Leverage2Market Logo

United’s initial response was to note that they were in their rights to remove the passenger, and that they were sorry he was so belligerent when ordered to leave. While that may be true, it’s not where the airline should have focused–particularly when multiple cell phone videos of the event surfaced.

United, like most of us, is in the business of satisfying customers to build brand loyalty. Or, at least they should be. It took three tries and a huge market hit to United’s stock before CEO Oscar Munoz put out a statement taking responsibility for what went wrong and promising to ensure these type of incidents don’t happen again.

Contrast that with the behavior of Delta Airlines CEO Richard Anderson in a similar situation. Anderson voluntarily gave up his seat on an overbooked flight to allow the parent of a Type 1 diabetic child, running late due to weather delays, to reunite with her child. This incident happened nearly 4 years ago, but people are still talking about it because it exemplifies the type of CEO behavior that sets positive examples and drives corporate culture.

Will United’s management team learn their lesson? Let’s hope so. Right now flying United seems downright unfriendly.

To subscribe, please click here.

Contact me to find out how to get heard above the noise

Marketing Above the NoiseCheck out the new video trailer for my book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters.

Download a FREE chapter now.

What are people saying?

Buy now.

Limited time to devote to marketing? Check out our weekly Just a Moment for Marketing videos. They only take a minute.

Let us help your business rise to the top.
(650) 281-4854

This entry was posted in News and Updates, Top of Mind Thursday Memo and tagged , , , , , , , , , , . Bookmark the permalink.

Comments are closed.

  • Upcoming Events

  • What’s New

    Article: It's All About the Message: Lessons from This Week's Midterm Elections. Linda Popky analyzes the mid-term election results on Commpro.

    Podcast: "We Built This City" - Linda Popky shares stories about her 40+ years in tech marketing in Silicon Valley. She says, "Don't ever listen to somebody who tells you you can't do something." - Listen!

    Podcast: Interview of Linda Popky about Using Friction to Improve Your Marketing by Gene Hammett on Leaders in the Trenches.

    SAC® Press Release: "Never An Afterthought: Pricing Is Strategic to Business Success" – Read release.

    Podcast: Linda Popky interviews Lisa Nirell who shares insights in marketing innovation from her six years of surveying CMOs globally. - Listen.

    Take our Marketing Above the Noise Assessment.

    Video: Just a Moment for Marketing: Friction Gets a Bad Rap. Use friction effectively. – View the video.

    NEW eBOOK: Top of Mind: 101 Insights to Transform Your Business
    Purchase PDF or ePub book.
    Top of Mind

    Book Video Trailer How can your message be heard in today's crowded, chaotic environment? Learn more about Linda Popky's new book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters, in this short video trailer.

    Harvard Business Review: "Identify the Marketing Metrics That Actually Matter" by Linda J. Popky - Read article

  • Read Our Blog

  • Subscribe to the Top of Mind Thursday Newsletter

    Free articles download with sign up
  • Marketing Above the Noise

    Introducing Dynamic Market Leverage™, an approach to help cut through the clutter, stand out, and effectively build business.

    Marketing Above The Noise

    What's Inside Available in Hardcover and eBook formats