I’m as horrified as everyone else watching that video of a United Airlines passenger being forcibly dragged from his seat, knocked down and bloodied, to make room for a crew member. I’m also stunned, as someone who studies strategy, culture, and customer service, at what an epic failure this whole episode was, and continues to be. Industry experts have criticized outdated overbooking strategies. Policy experts have criticized laws and regulations that make such evictions legal. Everyone has criticized the public-relations response.