Synthesizing all of this information, you would want to focus your brainstorming about a possible new advertising direction on a recommendation that the company reposition itself away from the claim about customer satisfaction because it cannot live up to that promise, especially after the fiascos of customer mistreatment in 2017. You and your advertising colleagues would want to identify other possible unique selling propositions on which the company could actually deliver (more non-stop routes to popular destinations, newer aircraft, more hubs, etc.) and be sure that any advertising claims could be clearly demonstrated and backed-up by the reality of the company’s performance.
Furthermore, you would want to examine in more detail the specifics of different audiences for the advertising — what appeals would work better with business customers vs. leisure travelers, etc.? If you find that the airline could have better results by targeting a subset of its customers with its new advertising rather than producing a general audience ad campaign, that is where you would focus your news business pitch.
The new business pitch to United’s decision-makers presents an opportunity for you and your advertising agency colleagues to demonstrate your command of the facts about the airline industry overall and the relative position of United Airlines within that industry. It also provides an opportunity for you to generate creative and effective suggestions for ways the company could improve its advertising and its public image.