OK … to start off, I don’t believe a single video can repair a fractured company. American Airlines is battling internally and externally to exit bankruptcy on its own terms, bring labour and management together, and part of the company is on board with a merger with US Airways while part of the company seeks to fend off a merger with US Airways … so with all that out of the way …
… American Airlines recently produced “I Believe In American,” a video featuring not only those who work for American Airlines throughout the company, but its customers as well. The video, while clearly focused on building consumer confidence and building internal pride, has had an interesting unintended impact.
The video has spawned an increased conversation between passengers and employees, as well as opened up new internal conversations regarding the future of the company . While an unintended way to drive brand presence, customer loyalty and employee loyalty … I’m sure the American Airlines isn’t complaining about the end result.