Seen on a recent blog … “Driving Every Loyal Traveler Away – the new Delta.”
Delta’s business is built on a “mass customer” model. Yet, their marketing model creates tiers, or customer castes. No surprise then, that the many customers feel resentment.
Can Delta really expect its most loyal (read: frequent) fliers to be Zealots – to engage in acts of referral? More importantly, do others really care to hear about Delta from them?
What do you think?