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Posts:April 2017, Crisis Management

Easy to Criticise – Harder to Get It Right

by John Bailey| April 21, 2017

Now that the dust is settling on the United Airlines saga, what else is there to say about this latest example of the power of unhappy customers armed with smartphones to turn a badly-handled service issue into a full-blown reputation firestorm? This one ticked all the boxes, with screaming headlines, stern editorials, social media memes, […]