My Miles aren’t worth anything!
filed in Airline, Customer Experience, Customer Satisfaction, Database, Loyalty Asterisk™ on Mar.25, 2008
That’s the cry heard from an increasing number of frequent flyers today. When primary research is commissioned to help diagnose the complaint, it may be surprising to learn that the same program features are often reported as both a Key Complaint and Delight.
Three examples:
Program Feature
Delight or Complaint
Options to earn miles
Lots or not enough
Ability [...]
H. Leigh Steves on 
Bill Hanifin on