Congratulations on your new position.
I hope you can restore confidence in United for your elite flyers.
I have been flying United for over 23 years; the last decade as a 1K. I have watched the benefits of being a 1K erode every year for the next 4 or 5. I used to strongly encourage my large staff to fly United and we spent tens of thousands of dollars. They saw I was happy with UA. And I stopped encouraging them. They flew whatever because having less status they no longer felt UA was friendly.
Either get ready of the slogan or change the culture. Given more discretion to your customer service reps. That was taken away under Jeff. I owned a large bar and I learned that a little nice touch every now and then brought in a lot of business.
Stop nickeling and diming elites. Before the merger my complimentary upgrades were about 80%. Afterwards, now around 20%. I spend my own dime but the new business model heavily favors those who usually fly on a corporate dime.
Thank you
Chuck 22203