Airlines Customer Loyalty Influence Marketing 
Strategy Driven
AUGUST 14, 2013
The proliferation of self-service (while a blessing when it works) has made customers more frustrated when they feel trapped in a process with no live person to help. And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies.
Harvard Business Review
MARCH 10, 2015
Aggressive moves by airlines to migrate frequent flyer metrics from miles flown to dollars spent have caused bargain-hunting road warriors worldwide to whine about “disloyalty programs.” Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more.
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Harvard Business Review
APRIL 3, 2015
” These case studies are legendary among marketers. For marketers in the digital age, negative customer feedback that takes on a life of its own is a nightmare. And for customers, the notion that any of us can talk back to big companies and have our claims addressed feels like a dream. Motrin Moms. Dell “hell.”
Harvard Business Review
AUGUST 11, 2015
We’re being introduced to a new lever of corporate influence on democracy. The dating site OKCupid brought its moral values to the attention of its users when it asked customers using the Firefox browser to switch to a competitor because of the position Mozilla’s then-CEO had taken on gay marriage in California years earlier.
Harvard Business Review
JANUARY 28, 2015
Supplier relationships, brand identity, process coordination, customer loyalty, and many switching costs were all forms of information. More than 40 years after Southwest Airlines went public, tens of thousands of passengers fly daily with legacy carriers. But every business is an information business, they stressed.
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