The Importance of Listening to Your Customers

Oscar Munoz became CEO of United Airlines in 2015 — and almost immediately suffered a heart attack. He recovered to oversee the airline’s labor negotiations, continue the work of merging United’s corporate culture with that of Continental Airlines, and guide the company through a period of bad publicity. During a visit to Stanford Graduate School of Business, he discussed issues ranging from gun control to the airline’s carbon footprint — and why it’s so important to learn to listen. Stanford GSB’s View From The Top is the dean’s premier speaker series. It launched in 1978 and is supported in part by the F. Kirk Brennan Speaker Series Fund. During student-led interviews and before a live audience, leaders from around the world share insights on effective leadership, their personal core values, and lessons learned throughout their career. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.