United Airlines' recent stumbles suggest its culture is too 'tight' and constrained by rules, leaving employees little room to make judgement calls.
Wells Fargo and United Airlines have both been facing an onslaught of negative publicity and will have a tough time restoring trust with their customers. Here's a good place to start.
Incidents that may have been mere hiccups a few years ago today can go viral in an instant, causing a massive backlash and leaving some of the biggest companies wrong-footed.
Videos of a United passenger being involuntarily dragged off a plane went viral, creating a PR disaster for the company – one that could have easily been avoided.