If only United Airlines CEO, Oscar Munoz, had been paying attention, he could have learned a few things from how PWC handled their debacle. After a video surfaced showing a bloodied passenger being dragged off one of their overbooked planes by security, a social media firestorm erupted, sparking extensive media coverage and public outcry. Munoz, who ironically was named PRWeek’s Communicator of the Year last month, quickly issued a tone-deaf, non-apology that blamed the customer.
These days we’re seeing a lot of red herrings in the United States. The Democrats rant about the Russians helping Trump steal the election. The Republicans scream about Susan Rice’s involvement in surveilling, unmasking and leaking regarding the Trump campaign/transition team. These are simply diversionary tactics that play upon human nature (see The Scorpion and the Frog). These diversions are incredibly powerful.