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Describe one area where the airline failed

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Reference no: EM133248054

1. Include an introductory paragraph and a summary paragraph

2. Describe four areas where the United Airlines employee failed. Why did you consider these as "fail points"?

3. Describe one area where the airline failed. Why did you consider it a "fail point"?

4. Did the airline did anything well? Explain how.

5. If you were the United Airlines' Chief Customer Officer what would you do? Provide FOUR actions.

You must use the following concepts when writing your response to the case:

The Golden Rule (or Platinum Rule)

Customer Journey (including touch points and the moment of truth)

How does the mother's experience fit with the "Customer Experience Pyramid"? (Effective, Ease, Emotion)

Reference no: EM133248054

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