CX, ROI and Reality: The Numbers Are Real, and So Are the People
MAY 24, 2017
Case in point, United Airlines suffered a one-day billion-dollar loss following its widely publicised passenger dragging incident. Moreover, with social media, these types of widely publicised and scathing follies will become more frequent — something we witnessed in the weeks following the United Airlines backlash. In particular, United and many other airlines were criticised, video taped, and their horror stories shared across social media and news outlets repeatedly.