Originally Posted by
roberino
No, I'm not. Winning customers back is likely to be expensive. I'm talking about finding out why they left and maybe preventing other customers from doing so by fixing the issue IF it is cost effective to do so. ...
well ... what makes it not cost-effective is that what might fix YOUR issue isn't what fixes Customer X's issue, and what fixes Customer X's issue isn't what fixes Customer Y's issue, and ...
ad infinitum ad nauseum ...
further, six weeks or months or six years from now, you (and Customer X, and Customer Y) are likely to cite something else as your critical issue that is driving you to find a different airline