The never-ending question is… what does it take to earn customer loyalty? Of course, the answer changes all the time and that is what makes loyalty so confusing and difficult.
As technology continues to develop and improve, consumers have more access to information and aggressively compare prices and services. Businesses are constantly on their feet…
ContinueAdded by Mike Gorun on March 13, 2018 at 9:54am — No Comments
Delta Airlines recently revamped its loyalty program changing how rewards are distributed to its customers. In an article in Knowledge@Wharton, Peter Fader, Wharton Marketing Professor, applied the concept of customer centricity in reviewing Delta’s current…
ContinueAdded by Mike Gorun on March 25, 2014 at 10:33am — No Comments
As the holidays quickly approach, many companies are giving back to their customers. Through toy drives, volunteering at local charities or fund-raising, businesses across the nation are pooling their resources to help the needy. Some businesses, however, have chosen to direct their resources to the people that help them remain successful: their customers. And it’s paying…
ContinueAdded by Richard Holland on December 19, 2013 at 7:30am — 2 Comments
In the business world, and in public relations, it’s not uncommon for customers to vent on social media networks when they encounter problems and feel the business is not interested in assisting them with a solution. The most famous example of a disgruntled customer is the gentleman who had his guitar broken by United Airlines, then wrote a song and uploaded a…
ContinueAdded by sara callahan on September 27, 2013 at 9:55am — No Comments
Frequent travelers have many choices when choosing airlines. Some choose an airline for their frequent flier benefits; some for their convenient routes or frequent itineraries and some have airlines chosen for them by their companies. For many years, Delta Airlines has been at or near the bottom of almost every survey conducted regarding airline customer service. In fact,…
ContinueAdded by Mike Gorun on July 16, 2013 at 9:34am — No Comments
Tales are told almost everyday of some traveler or another experiencing a travel nightmare. Everyone that travels has an airline that they love to hate. I don’t know that it would be possible for all airlines to make each unhappy passenger happy, even if they tried.
In today’s world, the complaints that typically do get publicity are the most extreme sorts of…
ContinueAdded by Richard Holland on July 5, 2013 at 8:38am — 3 Comments
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