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« Making the Culture Shift to Social Media: A4ward Social Media Strategy | Main | Social media: Stick with it » Okay Delta, I hate you a little less today...Posted by Matt Kucharski on June 27, 2010 at June 27, 2010 8:34 PMThough it pains me to say it, I've got to give Delta Airlines credit for an innovative -- and mutually beneficial -- use of customer data. There's a general feeling among former Northwest Airlines frequent flyer customers that they're getting the short end of the jetway after the merger with Delta, and I've not been a big fan of the way Delta handled itself after it dumped Visa for American Express. But earlier this week I saw a glimmer of hope. I fly to Milwaukee regularly to spend time with our long-time great client Rockwell Automation. Being a Platinum member (call it combat pay), I almost always get upgraded, or at least can snare an aisle seat in an exit row. Imagine my surprise when I booked my latest flight -- three weeks in advance -- and couldn't get anything but a middle seat. The plane was packed, and while I was annoyed, I chalked it up to something exciting happening in Milwaukee (don't go there -- too easy -- and that's my hometown so leave it alone). So, the next day I get this email:
While we strive to give our most loyal customers our best seats, unfortunately that's not always possible. To thank you for your flexibility and understanding, we've credited 500 miles to your SkyMiles account. It's just one of the ways we're expressing our appreciation for your loyalty to the SkyMiles program. And we'll continue to take care of you--from booking to baggage claim and everywhere in between. So thanks again. Next time, we hope to see you in First. Imagine that. Delta PROACTIVELY sees that a pretty decent customer got a pretty crappy seat. They contacted me, they apologized, and they made amends. That seems like a pretty good way to build a relationship with your customers, in my book. Now if we can just have a chat about that switch to American Express...
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