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American's Chief Customer Officer Shares Vision: I'm Excited & Sad
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American's Chief Customer Officer Shares Vision: I'm Excited & Sad
As anyone who has been following the industry knows, American has been lagging Delta and United when it comes to both customer experience and profitability. Essentially, executives at the airline lacked a vision for far too long. Or perhaps more accurately, they had the wrong vision — they believed that the key to profitability was to just deliver a reliable and robust schedule (not that they were ever particularly good at that). In recent month…
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