What can we learn from the United Airline recent blunder
Luis Suarez
Helping Businesses Improve Quality & Reduce Risk | ISO 9001, API Q1, API Q2 | Internal & Supplier Audits | Root Cause Analysis
The customer service disaster by United Airline earlier this year when a passenger was injured while forced to leave his seat should not have been a surprise to their management team. The airline has consistently ranked at the bottom of customer satisfaction rankings for more than a decade.
Information in a Bloomberg Businessweek report shows the consistent poor performance of the airline in that aspect.
Also, a study by J.D. Power sets United at the bottom of Satisfaction ratings in 2016 among traditional carriers.
Does not seem sustainable to be on the service industry and consistently perform poorly in the area of customer satisfaction. Organizations should commit to manage incidents to improve customer service or ...else! The stock of the airline has dropped about 20% since April, losing about $4 Billion in market capitalization.
Similarly, if an organization is in the product-based industry, it should have a focus on product Quality (e.g. features, performance, reliability, etc) to ensure the sustainability of the business.
Customer dissatisfaction cannot be part of your business strategy!