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Simply Brilliant

How Great Organizations Do Ordinary Things in Extraordinary Ways
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Latest HBR Post

April 28th, 2017

Fortune: Where Was the Pilot On That United Airlines Flight?

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 […]

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