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Answer the following question in 200 words minimum. Please use and list references.
With the widespread use of social media, companies are increasingly concerned about negative word of mouth and customer defection. This concern is amplified when a crisis occurs. United Airlines is still recovering from the negative press received after an unwilling passenger was forcibly removed off of an overbooked flight. What should have United done in response to this crisis to secure their customers’ loyalty and keep them from switching?