When Delta Air Lines offered $30,000 to each passenger after a traumatic flight incident, it sparked a debate: Is this a genuine trust-building effort or just strategic crisis management?
Lasandra Barksdale, Founder & Principal of Kompass Customer Solutions, argues that loyalty isn’t bought—it’s earned. She explains that while Delta’s response is a bold move, trust is an investment, not an expense. Customers don’t expect perfection, but they do expect consistency and transparency in how companies respond when things go wrong.
Barksdale highlights how long-term trust comes from ongoing commitment to safety, communication, and customer care, not just a one-time payout. She compares Delta’s response to brands like Southwest, where goodwill and transparency create lasting customer forgiveness, and to Johnson & Johnson’s crisis response, which set a new industry standard rather than just damage control.
Read the full article to explore whether Delta’s compensation strategy will strengthen its brand or simply quiet the noise—until the next crisis.
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