"It's no secret that United Airlines has been trapped in a public relations nightmare as of late. When I look at their brand and messaging, I think they would benefit by spinning their mishaps through messaging that resembles an accusation audit. To perform an accusations audit, the United marketing team could create an exhaustive list of all the negative things their customers think, say, and feel about their brand. Next, they should transparently address these and share with the public how they plan to make amends with their customers. This approach will allow United to get ahead of objections that are hindering their sales at this time."
