This week Oscar Munoz, CEO of United and Continental airlines, apologized for his airline’s poor customer experience. Since 2012 his airline has been responsible for one-third of all consumer complaints. His response to the problem: Rally the troops, create a UnitedAirtime website to serve as an eSuggestions box, and go back 5 years and assess what went wrong.
Munoz’ response is as likely to be helpful as Donald Trump’s tax policy. Going back 5 years to fix the future focuses in the wrong direction. Imagine Apple’s CEO Tim Cook announcing that they were going to go back 5 years and analyze what went wrong with anything. It’s not what market leaders do. It’s what market failures do.
Instead Munoz should learn from T-Mobile’s disruption of the cell phone industry. T-mobile went from a struggling cell phone company to the #3 market leader with a nearly 50% growth in its stock…
View original post 1,639 more words