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Sell a strong story

Customers and staff alike can be inspired by true-life tales that are often overlooked by
airline sales and marketing teams, says Shashank Nigam, chief executive of SimpliFlying

When United Airlines broke Dave Carroll’s guitar and his music video of the incident went viral, the carrier issued a press release that talked about how it transported 99.6% of bags without incident. The message unintentionally implied that United did not care much about the individuals whose bags were actually lost or damaged. Airline marketing teams often focus on… Click to read the full article (PDF).