Forbes.com: Three Lessons for United

From the China side of the world, Shaun Rein (a freelancer for Forbes) has a pretty good take on the lessons to be learned from “United Breaks Guitars:”

“In today’s economy you can’t get by on decent prices or acceptable service. You have to stand out and win the hearts of your customers. To do that you have to go beyond satisfaction to true loyalty. You have to provide a compelling reason, beyond basic service and price, for consumers to choose you. And your organization must be unified in that mission. Otherwise, you may be the next to follow GM into Chapter 11.”

He has some noteworthy comments on the importance of employee morale as well.

Read the whole post here: United Airlines Shows How Not To Run Your Business.