By Mark Macias
In today’s world, it doesn’t take much for a disgruntled customer to spark a crisis, ruining a business reputation. Just ask the CEO of United Airlines, Oscar Munoz. He is under fire this week for the way he responded to a video that showed a passenger getting dragged off a United flight.
PR Week might have named Munoz the “Communicator of the Year” last month, but none of that matters today. It only took one viral video for everyone to forget the good he did in the past.
I wrote an editorial today for CNBC, explaining three lessons every executive can learn from Munoz. (You can read that editorial here). If you’re short on time, here are the takeaways from that editorial.