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Navigating the Impact of Negative Incidents on Team Success: Lessons from Delta Airlines 2011

This article analyzes the substantial impact of negative incidents on team success through a case study of Delta Airlines in 2011. It examines baggage issues, unnecessary hidden fees, poor customer service, internal security, and judgment programs. By delving into the repercussions of such incidents, valuable insights are gleaned for enhancing team performance and maintaining customer satisfaction.

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Navigating the Impact of Negative Incidents on Team Success: Lessons from Delta Airlines 2011

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Presentation Transcript

  1. How big is the impact of a negative incident?

  2. Team Success

  3. Main Claims Delta Airlines 2011 19 May 1. Baggage Issues 2. Unnecessary hidden fees 3. Poor customer service

  4. Baggage Issues

  5. Internal Security

  6. Unnecessary Hidden Fees

  7. Judgment Program

  8. Poor Customer Service

  9. Reward Program

  10. Airline Preference 25% Southwest

  11. Flying to Success

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