What are Airlines Doing Wrong?
How can you make your customers love you? First you have to respect them. Jeanne Bliss, managing partner of Customer Bliss, offers up some tips to get started. They’re far from easy, she says, but they’re absolutely necessary. Be persistent to keep customers happily enamored ... er ... shopping with you. 1. Eliminate the customer obstacle course. If you asked customers, they’d say that the obstacle course for figuring out who to talk to and how and when to get service is over-complicated, conflicting and just plain out of whack. Simplify the roadmap for customers. Make it clear how they can do business with
Merger talks—United and Continental and US Airways, with its $8.65 billion hostile bid for bankrupt Delta—have the investment community a-twitter. When AirTran made a hostile bid for Midwest Air Group, its stock jumped 4.1 percent while Midwest’s skyrocketed to 22 percent. The first commercial airline—the St. Petersburg-Tampa Airboat Line— was founded in 1914. The line carried a total of 1,205 passengers without a single accident. It never made money. Call the St. Petersburg-Tampa Airboat Line a harbinger. Since its beginnings, 92 years ago, the airline industry cumulatively has never made money. The idea that “investors” are seriously looking at airline stocks is a