"what airlines have forgotten over time is, that if you treat customers like rational customers then you will get rational customers and extremely price sensible customers in the end. However, there is a good reason why economics is called a dismal science. So if you follow economists, you get a dismal industry....The digital customer is a knowledgeable customer due to all the information he has. So if airlines treat him still like the stupid customer of the past when he had no access the information, customers will feel even more exploit by the airlines as profit maximizers. The bad joke is that the airlines short-term profit seeking behavior is exactly the reason why there is no profit in the airline industry....Airlines have trained their customer to look for the best price and not for value, and now the customers look via comparison engines for the best price and not value.Airlines have conditioned their customers in the past on price, now that backfires, since customers have to be retrained about value. And as we all know, unlearning is impossible. Airlines have trained customers for a long time on price to be the sole criteria so value strategies will have serious problems to even reach the customers....the difference for the same flight from the same airline can be up to 50%. How can I trust the corporate site, if they want to rip me off? It is not the 50 CHF that annoys me but this feeling of being “ripped-off”."
Trechos retirados de "The strange business model of airlines"
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