We don’t recommend flying United Airlines just to see how its new CEO, Oscar Munoz, is doing, but we applaud his frankness on the need to improve customer service on the airline. Munoz is engaged in a form of crisis communication in the friendly skies.
“Let’s be honest,” says Munoz, a former top executive of CSX Corp., “the implementation of the (2010) United and Continental merger has been rocky for customers and employees. While it’s been improving recently, we still haven’t lived up to our promise or our potential. That’s going to change.”
Rebuilding jaded customer relationships is never an easy job. But Munoz seems to have the right idea, and certainly enough motivation. For PR onlookers, his is a textbook trial in reputation restoration.
Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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