Business leaders say that being customer-led matters – but it is rarely done well. Better ways to make progress are needed if companies are to understand and create customer value, says Charlie Dawson.
"We are committed to providing a level of service to our customers that makes us a leader in [our] industry. Our goal is to make every flight a positive experience for our customers."
This is taken from a 'customer commitment' on a high-profile company website. It ends… "Welcome on board United Airlines!"
At the start of the year, United launched its new purpose and values: "Connecting People....