12 Months Later: Starbucks Learns from United Airlines’ Woes

By Alex Altman Caught in the eye of a PR firestorm, former Starbucks CEO (and still face-of-company) Howard Schultz took a page from the Oscar Munoz book on corporate leadership. And then he did the exact opposite. When cellphone footage last April showed a passenger being violently dragged off a United Airlines flight, Munoz delayed, deflected and even blamed the “disruptive and belligerent” victim for his failure to heed the orders of a flight crew. His regrettable handling of the situation inflamed an already outraged public, provided fresh fodder for the national media and caused irreparable harm to United Airlines’ […]

5 Low-Budget Ways to Boost Customer Relations

By Alex Altman In today’s business climate, recent polls suggest that customer service is one of the best ways to drive loyalty and gain an edge over the competition. 54% of Millennials said they stopped doing business because of poor customer service (Conversion) 66% of US consumers spend more on brands to which they are loyal (Accenture) 74% of consumers would be more likely to engage with brands who provide a higher level of customer loyalty (Wunderman) Customer relations should be a priority for all businesses, but many come up short in this area. This is shameful, considering customer service […]

Real News: The Resurgence of Journalism

By Alex Altman President Donald Trump’s crusade against “Fake News” has been one of the biggest headlines of his time in office. His pointed, personal and persistent attacks on the Mainstream Media have striven to not only discredit reporters, but also to intimidate them. Especially those whose reporting “undermines” his presidency, or at least the public’s perception of it. While polls show Trump has succeeded at the former — a meager 32% of Americans say they have a great deal or fair amount of trust in the media — his attempts to silence the media have been shockingly futile. So […]