9: Airlines
It’s no secret: the airlines business is competitive. There are fare wars. There are frequent flyer clubs. There are special seat pricing algorithms. There is constant competition among airlines for the customers and the customers’ dollars.
At the end of the day, the deciding factor on airline traffic is the customer and who the customer chooses for his or her journey. So how does an airline start to build customer loyalty?
Sure, there are frequent flyer programs. But frequent flyer programs only tell part of the story because every airline has frequent flyer programs. If an airline is really interested in building customer loyalty, the airline can do something: listen to what their customers are saying.