Under the new policy, they may not be losers, but they are not going to get quite the level of benefits that they have had in the past. So, it a redistribution of the benefits. Fader: That is correct. And while it might be disappointing to those who are getting a little bit less than they got before, it hard for them to complain about it. That is, they will complain about it, but it hard to feel a great deal of sympathy for them. The structures of the program, the way that they were previously set up, were a little artificial, a little bit out of whack, so this is just a recalibrating of programs in an appropriate way. I don see this as an example of a company chiseling away and taking away from its customers. I think .
There is no single average customer; there is this wide variety of them, and they vary not only in their needs and what they want from a relationship with a company, but they also vary in terms of their value to Womens Air Max 90 Grey
I not saying this just to be politically correct I don want companies to be customers and I don want companies to treat [customers] badly. The problem is that today, there are so many companies out there not including the airlines, for the most part that are treating Nike Womens Air Max Thea White
too many customers too well But, some customers deserve better treatment, and that should be decided on the basis of what they worth to the firm. [Delta announcement] is a step in the right direction. I think that the incentives associated with an airline loyalty program have been a bit out of whack by rewarding people for miles instead of dollars. So, it not so much giving people less; it giving them more what they deserve. So, they paying top dollar for their fares; they are not getting any discounts by reserving way in advance. And they not getting many miles because they just flying maybe an hour or so away. On the other hand, there is the bargain shopper who is buying tickets for the cross continental flights at bargain rates. Maybe they do that a couple of times a year and they amass lots of miles from those few trips.
Delta included, of course for making all this happen. But then, it all kind of stagnated. They started with some really amazing practices; [however,] those practices haven changed in the 30 years since the companies first instituted them. The kind of move that Delta is making here makes total sense, and it should have happened years earlier. It a shame that it has taken so long for the major airlines to realize that dollars matter more than miles. Fader: In my book, customer centricity is about the recognition of the differences across your Cheap Nike Air Max Womens Size 7 customers. Nike Air Max Red And Grey Womens
the firm. And loyalty programs are a great way for customers to self select and [for firms] to provide those kinds of rewards and extract that value. And again, the airlines have been good about developing those programs, but they haven been really progressive about changing them [based on] our changing understanding of customers and the needs of a company and its shareholders. I don like to think that there would be losers; I do like to think about winners.
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