United Airline’s Multi-Million Dollar Decision

United Airline’s Multi-Million Dollar Decision

You can’t fly through life without encountering decisions. Perhaps you entered a grocery store and must decide between: Buying regular apples Buying organic apples Perhaps you unexpectedly need to transport crew members on an already-full flight to Louisville and must decide between: Incentivizing passengers to voluntarily give up their seats by offering compensation Cancelling another...

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How United Airlines Met My Five Necessities in Customer Experience

How United Airlines Met My Five Necessities in Customer Experience

A few years ago, I wrote an article titled ‘Identifying the five key things that matter to the customer regardless of industry’. Customers’ expectations have evolved significantly over the last decade as they have been exposed to different levels of service across a broad range of industries. When a customer’s needs aren’t met, these poor experiences are likely to be shared immediately over...

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Where Can Travelers Turn Next?

As a frequent flyer for both business and leisure, I like to maximize the number of miles I earn for a flight. My friends will say it’s obsessive and look at me strangely when I mention I’m going to add a stop in my itinerary just to capitalize on the 500 mile minimum.…

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222 W. Adams
Chicago, IL 60606
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