Delta Focuses on Passenger Experience and Loyalty, Stock Soars
The airline invested in enhancing its loyalty program at a time when competitors were cutting back, and it has paid off. “Over the past year, Delta has found that more customers are willing to book directly with the airline and pay for more expensive seats, upending the idea that customers are primarily looking for the cheapest possible fares. Delta has rolled out new features and commitments over the past several years relating to passenger experience in an effort to drive loyalty, and it appears to be paying dividends.”
Customer Experience
Microsoft Opens Its First European Store
Apple stores attract customers to department stores and malls like few others can. Now, Microsoft is taking it on in Europe. The brand “has taken over three floors and 2,043 square meters (22,000 square feet) of a historic building on the corner of Regent Street and Oxford Street—London’s central shopping thoroughfare—originally designed in 1912, and which since 1996 had housed Benetton Group SpA’s main UK clothing outlet.”
Lululemon Gets into Wellness Cuisine
To increase foot traffic, the athletic apparel company has launched Fuel, a restaurant for its wellness-minded consumers. “Customers will find healthy (acai bowls, smoothies, salads, protein boxes), beefy (an 8-ounce burger), and boozy (draft beers from Chicago’s Marz Community Brewing) options on the menu. Not only does the store, at the Northeast corner of Sheffield and North Avenues, contain a restaurant, but there’s also two fitness studios. They’ll offer 40 to 50 classes a week. Signups for the initial run of classes have already sold out.”
Bed Bath & Beyond to Review Assets Under Pressure from Activists
With new leadership, the retailer is seeking to turn itself around. “The brand review is one step in a four-part strategy that interim chief Mary Winston outlined Wednesday in her first major move since taking the helm in May from Steven Temares. He stepped down under pressure from activist investors.”
Most Consumers Believe Online Privacy Is Impossible, Survey Finds
FigLeaf conducted a survey of US and UK consumers that found that most have given up on securing internet privacy. Many have adjusted by spending less time online. “Asked whether Cambridge Analytica and other data and privacy scandals had impacted their online behavior, 78 percent of respondents said yes. Among that group, 74 percent said they are sharing less information online. For those whose behavior has not changed, the survey found that ‘they were already highly protective of their information, or that they had accepted a lack of privacy when engaging online.’”

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