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