Oscar Munoz

Books by Oscar Munoz

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Uniting an Airline and Its Employees in the Friendly Skies
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Development of an In Vitro Microscale Cell Culture Analog of the Intestinal Epithelium
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I'm told by our internal surveys that we take of customers - by customers themselves directly and by a very large group of our employees - that there's a new spirit at United.
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In the telecommunications, consumer products, and railway businesses, there are very real consequences if you don't meet the consumer's needs and desires. There are also substantive rewards for doing so, and especially for exceeding customer expectations.
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Our employees and competitors thought we were docile. We want to be defiantly disruptive. I don't mean necessarily by launching price wars but by being the best at the basics - having the best customer service, the best on-time performance, the best coffee - in a thoughtful, not a testosterone-laced, way.
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Uncertainty always creates doubt, and doubt creates fear.
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Clearly, nutrition is great. I was a vegan, so being an athlete and a vegan certainly sounds like it would be the right thing to prevent something like heart disease, but it's highly genetic.
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It is about the entire experience. It's not just a new seat. It's not just new meals. It's not just better wines.
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