Jeff Smisek on the role of a CEO

Jeff Smisek has no easy job. He is the President and CEO of United Continental Holdings. After the merger of United and Continental, he now oversees the world’s largest airline, which consists of 87,000 highly unionized employees, 5,800 departures daily, and more than 140 million passengers each year.

In this lecture, Jeff describes what running a company like this is like, as well as what role the CEO plays in developing and propagating a customer service culture, aligning stakeholders around a focused plan, and managing crises virtually daily.

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