Hi DHH. Great piece! Love your idea of giving UA a lesson with a “less severe” reaction. I wrote a piece on this same topic but with a different angle: why we love to hate. We have a hard time dealing with our own mistakes. So when someone makes one -and this was massive- we start shouting #Don’tFlyUnited. Anger is wrong. We should rethink our relationship with mistakes: https://medium.com/@GusRazzetti/the-united-airlines-crisis-why-we-hate-mistakes-bd00d354932a

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I help teams and organizations build fearless cultures. Creator of the Culture Design Canvas. Insights → bit.ly/ChangeInsights

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