Imagine you’re a frequent flyer, and you’ve hit the highest status with your airline’s loyalty program. On paper, you’re a loyal customer, but behind the scenes, you’ve actually enrolled in a number of other airline loyalty programs. What’s worse, you might be thinking about jumping ship (or in this case, plane…) to a competitor at any moment.
What we’ve come to realize in the Age of the Customer, is that extra legroom and frequent flyer miles only go so far. Today, there is little....