A theory about why customers are neglected by corporate communications

A recent flight cancellation serves as a case study. Damage control is king, but is it good strategy? Also, notes on other modes of transportation.

Dear Reader,

This week I can’t let go of one of my nagging thoughts about communication woes, specifically about why customers are sometimes taken for granted or not informed in a manner that aligns with the marketing efforts of the very companies who sought them.

I also have some notes about two-wheeled transportation and a nod to a set of twins who le…