Discussion Question
What Should Have United Done In Response To This Crisis To Secure Their Customers' Loyalty And Keep Them From Switching?
Article: A year after a passenger was dragged off a United flight, everyday indignities remain by Lauren Zumbach and Contact Reporter.
Answer the following question in 200 words minimum. Please use and list references.
With the widespread use of social media, companies are increasingly concerned about negative word of mouth and customer defection. This concern is amplified when a crisis occurs. United Airlines is still recovering from the negative press received after an unwilling passenger was forcibly removed off of an overbooked flight. What should have United done in response to this crisis to secure their customers' loyalty and keep them from switching?
The response should include a reference list. Double-space, using Times New Roman 12 pnt font, one-inch margins, and APA style of writing and citations.
Attachment:- Topic-Identifying-Market-Segments-and-Targets.rar