CMOs are talking the CX talk, but not yet walking the walk
Customer experience is eclipsing product as a competitive differentiator. CMOs are recognising this shift and talking the talk. But are they also walking the walk?
United Airlines ditches plan to make CEO chairman after passenger scandal
The viral customer service disaster sparked decision airline will maintain an independent chairman
United Airlines has announced it has scrapped its plans to make CEO Oscar Munoz chairman in 2018, following the infamous forcible removal of a passenger that made global headlines as an epic customer service disaster.
Pursuant to The Securities Exchange Act of 1934 (US), United Continental Holdings filed a formal regulatory filing last friday confirming the decision to scrap plans to promote Oscar Munoz and instead, maintain an independent chairman for the company.
The announcement came a week after the notorious bloody Dr David Dao dragging incident, and on the same day American Airlines suspended an employee after a video, showing a violent dispute on one of its planes involving crew, several passengers and a distraught woman carrying a young child, quickly became viral.
In its regulatory filing, United Continental Holdings said maintaining an independent chairman is a way to ensure Munoz could more exclusively focus on his role as chief executive officer.
The carrier also revealed it would link executive bonuses in part to demonstrable progress towards improvements in customer experience.
“We continue to express our sincerest apology to Dr. Dao,” the airline stated in a press release. “We cannot stress enough that we remain steadfast in our commitment to make this right.
“This horrible situation has provided a harsh learning experience from which we will take immediate, concrete action. We have committed to our customers and our employees that we are going to fix what’s broken so this never happens again.”
According to the airline, Munoz and the company have called Dr Dao on numerous occasions to express their ‘heartfelt and deepest apologies.’
Dao is reportedly seeking legal action against the carrier while the incident continues to incite worldwide debate, outrage and satirical relief for social media audiences globally via viral memes and cartoons.
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