Besides the poor customer service we all talk about – long lines at security, planes sitting on runways, and delayed flights. Let’s talk about their CRM. I fly business class. I have done it for business and personal travel. I am a member of various airline frequent flyer programs at different levels of status. I also have opted in to receive their special offers. Why do they send me stuff i have no interest in? If they want to do one to one instead of mass marketing (the power of interactive marketing) we have all talked about, why are they mailing me offers if I fly out from cities other than in the NYC area? Why do they send me offers to fly coach at some fabulous discount? Can’t they look at my profile and email offers that I might really be interested in? Please share your ideas, input, or experiences.
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