Finally, American and US Airways should be ready to buckle up in case of rough patches. The two carriers should prepare themselves for potential issues involving lost bags, delayed or canceled flights, or untracked miles. While it's essential to take care of all customers, the new airline should be especially fortified to manage the experiences of its best customers. They use the airline the most, and therefore are most likely to encounter any rough patches in the merger. The airlines must be ready with relevant makeup offers (e.g., bonus miles) and personalized notes apologizing for any inconveniences. With well-timed, relevant messages, the likelihood that brand advocates become "madvocates" can be quickly diminished.
What Retailers Can Learn About Customer Retention From the Latest Airline Mega Merger
Finally, American and US Airways should be ready to buckle up in case of rough patches. The two carriers should prepare themselves for potential issues involving lost bags, delayed or canceled flights, or untracked miles. While it's essential to take care of all customers, the new airline should be especially fortified to manage the experiences of its best customers. They use the airline the most, and therefore are most likely to encounter any rough patches in the merger. The airlines must be ready with relevant makeup offers (e.g., bonus miles) and personalized notes apologizing for any inconveniences. With well-timed, relevant messages, the likelihood that brand advocates become "madvocates" can be quickly diminished.