A blog post about United Airlines’ “losing” a ten-year old girl has recently blown up on the Web and provides some great lessons for the social game industry. It was written by Stanford Professor Bob Sutton and describes not only how United lost the girl but more importantly how little the staff cared or tried to remedy the situation (rather than repeat the story, I recommend you read the entry by clicking here ). The only time United acted like it cared was once an investigative reporter got wind of the story and started looking into it. Even then, it was obvious to all involved that the “sympathy” was insincere.
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