American - Businessman | 1959 -
Communication and communication strategy is not just part of the game - it is the game.
Oscar Munoz
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It is a free world. It is a dynamic of our new day and age: technology is everywhere.
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For me, it's common sense to treat other people like you would like to be treated. Empathy is a broad concept, but how do you get there? People get there differently. I get there by truly building a little trust and connection. You'll tell me something, I'll act on it, and then that builds on itself.
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I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way. I want you to know that we take full responsibility, and we will work to make it right. It's never too late to do the right thing.
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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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We are dedicated to setting the standard for customer service among U.S. airlines, as we elevate the experience our customers have with us from booking to baggage claim.
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We are deeply sorry for the loss of anything - from your luggage to, of course, a loved pet.
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It's so important that we tell customers what's going on as best as we can. And we're trying to do that. We don't often know ourselves, for so many different factors, but reliability, flexibility, and information are the three critical customer service orientations.
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We are market based and have to differentiate our product in many ways; pricing isn't the only one.
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At the end of the day, the differential, I believe, on the airline space has got to be about the product and the service that you provide. And again, I can't express that enough. That comes from people. It is a people business, and my primary focus is to get our 84,000-plus people back aligned, back engaged, and back focused on our customer.
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Our parents taught us to work hard and never forget our family roots, where we came from, and how much effort it took to get to where we are today.
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