OC072: Fly the Friendly Skies, Yeah Right. Brand Promise and United Airlines

United Airlines has built their marketing on "Fly the Friendly Skies" yet in reality they're the most hated airlines in the US.  From bloodied doctor David Dao to mom Shirley Yamauchi they continually break their brand promise through a total lack of customer service. Great businesses are built when we align our culture, operations, customer experiences and marketing with our brand promise.  United Airlines promises one thing and yet consistently delivers another.   Southwest Airlines is an amazing example of brand alignment and we love them for doing so.  People love working there, they don't charge for luggage or change fees, they surprise and delight their customers and they market with LUV at the center of it all.  They know who they are and they've built everything around this identity. Whether we're a freelance artist or leading a company the lessons are the same.  We have to know who we are and what we promise....and then we work tirelessly to make sure that everything we do is in alignment with this.  This is bow great brands are built. Join our Private Facebook Group!   Welcome to the Onward Creatives podcast. I'm Jack Fussell, business consultant, and brand strategist. This podcast is for the creative dreamers and doers. Each week I bring insights, resources, and support to help you take your business to the next level. The journey onward starts here.   For more inspiration and resources for your life visit us at: Onward Creatives Facebook You can Follow Jack at: InstagramTwitter Facebook