Originally Posted by
Nicoolio
Some companies invest the bare minimum that they believe they have to while others take a more generous approach, believing that doing more than the minimum generates long term loyalty and future profits.
I am sorry but are we talking about the same ten people whose loyalty BA is supposed to win? BA knows that about 90 per cent of its passengers are one-time-a-year flyers. Of them about 90 per cent will never asset foot on BA's planes ever again...provably because they do not have to travel or BA will not win on price/convenience. There is BAEC for those loyal to the airline.
You think that generating future profits depend upon offering the newest seat or the most luxurious experience, but BA thinks, and I agree, is that the way is to offer the right flights at the right time.