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Marketing Mistakes We Can All Learn From

Brands Falling From the Skies

The recent rash of horrible happenings on airliners are clearly brand equity torpedoes.  What are the chances that similar violations of guest rights would happen at Nordstrom or Ritz Carlton?  How likely is it that psychological assaults (not to mention physical ones) would ever break out in customer encounters with Zappos or USAA?  The airline industry is flying high because of intense demand and relatively low fuel costs, but they are also recognizing that arrogance and disrespect will take their collective brands down faster than clear air turbulence.  The bright side of these acts of stupidity  is that the entire industry (finally) seems to be coming to its senses about the dangers of over-booking and over-reacting.