United Airlines has a new CEO: Oscar Muñoz. He became CEO when Jeff Smisek, a CEO with horrible people sensitivities, was terminated when he was targeted in a federal investigation for an issue involving the Port Authority. He’s inherited quite a mess. He (incorrectly) blames the airline’s problem on integration issues between United and Continental Airlines. Here’s a quote from an article:

“This integration has been rocky. Period,” he said. “We just have to do that public mea culpa. … The experience of our customers has not been what we want it to be,” said Muñoz.

This isn’t news. The airline’s 85,000 employees know this and so do United customers.

Jeff Smisek paid lip service to the customer experience issue–infuriating customers with videos shown on flights–and Muñoz gets the opportunity to clean up the mess.

Muñoz, who is on the board, knew of these issues (unless he lived in a cave) which means he and his fellow board members allowed these issues to fester rather than seeing as the threat to United Airlines. That’s malpractice.

If you know you face issues that undermine relationships with customers, it’s time to face the music and fix them. Now. Not next year, now.

Thought For The Week:

“I am not a product of my circumstances. I am a product of my decisions.” – Stephen Covey


What do you think? I welcome your comments!
Dave Gardner​

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Dave Gardner

Dave Gardner is a management consultant, speaker, author, and blogger based in Silicon Valley. He's been in the front row for the birth and evolution of Silicon Valley, the innovation capital of the world. Since 1992, Dave Gardner focuses on making the complex simple around people, process and technology. Dave is the author of Mass Customization: An Enterprise-Wide Business Strategy - How Build to Order, Assemble to Order, Configure to Order, Make to Order, and Engineer to Order Manufacturers Increase Profits and Better Satisfy Customers.


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