Comments on: Airline Bungles Its Blunder: How American Made A Problem Worse http://markcarpenter.wordpress.com/2008/04/13/airline-bungles-its-blunder-how-american-made-a-problem-worse/ Just another WordPress.com weblog Mon, 09 Feb 2009 19:40:08 +0000 http://wordpress.com/ hourly 1 By: Jack Shirts http://markcarpenter.wordpress.com/2008/04/13/airline-bungles-its-blunder-how-american-made-a-problem-worse/#comment-297 Jack Shirts Tue, 15 Apr 2008 20:44:32 +0000 http://markcarpenter.wordpress.com/?p=45#comment-297 This reminds me that the last time I saw you was at SL International, checking in for a flight. Sorry I didn't make it to the play. I couldn't agree more with your analysis of American's handling of the fiasco. I attended a luncheon last week where executive Kevin L. Childs gave a presentation on his new book, "Interpreting the Customer Voice Into Bottom Line Benefit" (the book isn't out yet, or I'd have linked to it). What an opportunity we as PR pros have to help execs see the benefits of implementing changes with the customer or other key publics in mind. After all, everyone benefits from this kind of thinking. This reminds me that the last time I saw you was at SL International, checking in for a flight. Sorry I didn’t make it to the play.

I couldn’t agree more with your analysis of American’s handling of the fiasco. I attended a luncheon last week where executive Kevin L. Childs gave a presentation on his new book, “Interpreting the Customer Voice Into Bottom Line Benefit” (the book isn’t out yet, or I’d have linked to it). What an opportunity we as PR pros have to help execs see the benefits of implementing changes with the customer or other key publics in mind. After all, everyone benefits from this kind of thinking.

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