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?

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