One evening in 1998, when the CEO of American Airlines telephoned, I could feel my temperature rising.
My anxiety didn’t stem from his title or the surprise nature of the call. Rather, it stemmed from an ongoing battle with conservative groups over the company’s right to serve LGBT customers.
But let me back up a few years.
In 1994, I began to consult closely with marketing colleagues at American Airlines to launch an innovative effort to help grow the company’s loyal and frequent lesbian, gay, bisexual and transgender (LGBT) customers.