A former Apple exec explains the two ways to handle customer complaints, and how United blew it
In the aftermath of the abominable United Airlines incident, allow me to offer some thoughts about customer service, company cultures and the underlying sick process of regulatory capture. I'm a recovering Parisien. You know the type, sarcastic, seen-it-all, Gauloise hanging from the lower lip. (There are enough tribe members to sustain a site that...