What Retailers Can Learn About Customer Retention From the Latest Airline Mega Merger
Time will tell if the American and US Airways merger is a smooth flight or a bumpy ride for their loyal customers. One thing is certain, however: How the airlines manage their customer retention challenges will be closely watched, in and out of the aviation field.
The airline industry enjoys no special exemption from customer retention best practices. If companies aren't completely dedicated to understanding and responding to customer needs and values, they shouldn't expect customers to be with them going forward, whether it's rolling down the runway or rolling down the retail aisle.