Tag Archives: american airlines

Customer-Centricity Is More Than Promotional Hype

A lot is written about the importance of customer-centricity and customer experience. Research by Watermark Consulting shows that companies that provide better customer experience create a better total stock market return that the S&P 500 and customer experience laggards. Thus … Continue reading

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Branding Efforts Need To Propagate Across The Company

I was walking through the Indianapolis Airport recently and spotted the tail you see in the picture. For Gen X and Millennials this tail may not mean anything, but for Boomers and their parents, in California at least, this hits … Continue reading

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God bless SWA

As regular readers know, I fly a lot. Over the last few years I have increased my travel on Southwest Airlines. This has occurred because with all the mergers I rarely get upgraded on the “legacy” airlines, and with fewer … Continue reading

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The dichotomy of the airlines

Maybe it’s schizoprhenia, who knows. I was getting ready to leave to go to the airport to catch my American Airlines flight to St. Louis when I get a call from a live person telling me the flight has been … Continue reading

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Culture vs. Strategy

It was reported last Friday that Republic Airways had “won” the right to buy Frontier Airlines despite a lower bid than Southwest Airlines submitted. Both companies have valid strategic reasons to buy Frontier, and Southwest’s larger size allowed them to … Continue reading

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What goes around…

A short time ago I lost part of my power adapter on an American Airlines flight. I travel with my laptop and a Targus power adapter so that when I am on a flight with seat power I can use it to avoid … Continue reading

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Snatching defeat from the jaws of victory

I witnessed something tonight that I wish was surprising or shocking. Unfortunately it wasn’t. I was sitting on my American Airlines flight from Dallas to New Orleans as they closed the cabin door a few minutes early. Nice, because that … Continue reading

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