American Airlines

Management upheaval. Labor discord. A brush with Chapter 11. Last week was a bad one for American Airlines (AMR). It was almost as bad, though, for customers left wondering (among other things), "Is my American flight still on? What about my future travel plans? And what's up with my frequent-flier miles?" Those clicking to AA.com for answers were dealt a rude shock: a business-as-usual homepage and zero customer reassurance.

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.


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