APRIL 10, 2017|REPUTATION & RATINGS
A Pilot's Wife Says What United's CEO Should Have Said
Facebook newsfeeds exploded over United's forcible removal of a passenger, and many people quickly jumped to blame the airline. A non-apology from the CEO made it quantifiably worse.
Yet an article written by a pilot's wife said perfectly what the CEO should have said all along. Yes, this was a customer service failure. But it was also a security issue, and much of the troubling violence of the removal was due to security procedures rather than because United likes to beat up their customers.
The damage may be done. The piece is still worth reading, if only to illustrate the old adage that there are indeed always two sides to a story, and perhaps we all need to get better at reading both before jumping in to express our outrage.
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How It All Started
A Short Backstory Of This Blog
This is a blog about non-obvious ideas. Originally launched on the Typepad platform in 2005 as the Influential Marketing blog, the stories at first focused mainly on digital marketing while Rohit worked at Ogilvy Advertising. In 2015 Rohit officially rebranded to the Non-Obvious Insights Blog and published his WSJ bestseller Non-Obvious. For the past twenty one years, this blog has coined new terms, introduced future marketing practices and inspired the next generation of non-obvious thinkers and marketers.
