Owning the Gap – Part 2

The NY Times has a great report about airlines beginning to apologize when they dis their customers with bad service here. Main idea: “…no airline accepts blame quite like Southwest Airlines, which employs Fred Taylor Jr. in a job that could be called chief apology officer.”

Way to go, Southwest! If owning the gap by apologizing didn’t pay, corporations wouldn’t be doing it.

Lesson for us: Let’s own the gap.

By Ken

Dr. Ken Cochrum (DMin, Bethel University) is Vice President of Global Digital Strategies at Cru (formerly Campus Crusade for Christ) in Orlando, Florida. An avid cyclist and aspiring guitarist, he also holds a degree in Mechanical Engineering from The University of Texas and a Masters of Arts in Biblical Studies from Dallas Theological Seminary. He recently co-founded, a movement passionate about connecting people to Jesus using digital strategies. He previously served as vice president of Cru’s student-led movements worldwide. He and his wife Ann spent 13 years in East Asia where they raised their two children. Ken blogs regularly at

One reply on “Owning the Gap – Part 2”

some airlines should probably just put an apology on the top of their ticket they issue you. LIke pre-confession of sin; “I know we’ll fail again, and we’re sorry. We’re just a bad company, and can’t seem to help ourselves.”

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