The recent merger between American Airlines and US Airways shapes up as a classic customer retention case study that transcends the aviation industry. Among other challenges, the airlines must manage merging their frequent flyer programs to satisfy 100 million members — the world's largest customer loyalty program.
What Retailers Can Learn About Customer Retention From the Latest Airline Mega Merger
The recent merger between American Airlines and US Airways shapes up as a classic customer retention case study that transcends the aviation industry. Among other challenges, the airlines must manage merging their frequent flyer programs to satisfy 100 million members — the world's largest customer loyalty program.