Subject is Customer Experience Design and this question is asked by prof at centennial college for corporate account management course.

 

  Read Online: United Crew Tells Mom That Her Crying Baby is 'Absolutely Unacceptablehttps://www.businessinsider.com/united-airlines-crew-told-mother-baby-not-allowed-cry-on-flight-2018-9'

Read the article and write the introduction and questions below;

Describe four areas where the United Airlines employee failed. Why do you consider these as "fail points"?
Describe one area where the airline failed. Why do you consider it a "fail point"?
Did the airline do anything well? Explain how.
If you were the United Airlines' Chief Customer Officer what would you do? Provide FOUR actions.
You must use the following four concepts (from Week 1) when writing your response to the case:
The Golden Rule (or Platinum Rule)
Responses of UA and Tesla's CEOs, Krispy Kreme server
Customer Journey (including touch points and the moment of truth)
How does the mother's experience fit with the "Customer Experience Pyramid"? (Effective, Ease, Emotion)