In this article, I ask readers to consider which policy makes the best business sense – a Limited or Liberal upgrades policy . . . → Read More: Which upgrades policy makes the best business sense?
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In the restructure of JAL, the most important element has not been included – JAL needs to include a new set of customers in its business or risk being future marginalized by competitors that do. . . . → Read More: JAL needs to turn its attention to a new set of customers 
2011 is the year when it all comes together around the customer . . . → Read More: 2011 “The Year of the Customer” 
AirAsia’s interline connection model represents a new innovation in the low cost model that gives international connecting passengers a more customer-friendly experience . . . → Read More: Low Cost Airline Connection Innovation by AirAsia 
The golden opportunity for airlines is to integrate social media data into their customer profiles. . . . → Read More: How much do airlines really know about their customers? Airline distribution strategies are typically focused on cost. To maximize customer engagement, airlines should develop a customer-centric distribution strategy. . . . → Read More: Use a customer-centric distribution strategy to drive customer engagement As airlines look to upgrade their PSS systems, there is an opportunity for airlines to bring together disparate IT systems for a single view of the customer . . . → Read More: Bringing it together with next-generation PSS How would Don Draper and Roger Sterling have flown to meet a client in Chicago? On United’s Chicago Executive. . . . → Read More: Flying “Mad Men†style Social Media demands that airlines get the basics of customer service right . . . → Read More: Social Media demands that airlines get the basics right A quick look at how the airline industry has lost money over the last 40 years. . . . → Read More: A look at airline profitability over the last 40 years |
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