Do You Know Who I Am Without My Status?

Loyalty is a finicky sentiment, yet every year, millions of travelers get ‘downgraded’ in their status. Like it or not, your identity can get tied up in that status and how a business breaks the news and brings you in for a ‘soft landing’ can make all the difference. Did that happen to me this year when I lost peak status at United Airlines? SmartBrief Originals published my thought piece on the matter, including tips for any business that wants to maintain loyalty of their customers, even when they’ve fallen from the heights.