Experience Radar 2012: Customer insights for the US airlines industry

January 2012
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Experience Radar 2012:  Customer insights for the US airlines industry

At a glance

By helping airlines rank their consumer features by relative importance to the flying public and potential economic benefit to themselves, PwC's Experience Radar locates opportunities to create value—pointing the way toward both top-line growth and bottom-line results.

It’s been turbulent skies for US airlines for more than a decade now. And there’s little sign that things will smooth out anytime soon. In fact, major carriers continue to be driven to reorganization—with the recent Chapter 11 filing by AMR a big case in point. But what if a clear pathway (or should we say, “flight plan”?) to stability and growth lay ahead for those airlines willing to set a new course? What if carriers decided to stop relying on the same old Madison Avenue “strategies” offered up by the branding “experts” and go in a different direction?

Of course there is another way—one that starts with keeping the flyer first and relying on what real customers have to say about their preferences.