Originally Posted by
orbitmic
Interestingly, directly answering the topic at hand, with over 570 answers, the poll numbers have now been stabilising for a few hours around 8% approval, 6% neutral, 85% disapproval…
obviously, results are to be taken with caution as this is a self-selected sample and anyone can express a view, from members who haver never set foot on a ba plane to some who give tens of thousands of pounds of their annual income to ba, but interestingly, the magnitude is in fact fairly similar to other polls published in the press in recent days.
A few hours ago it was around 400 votes, 85% of which voted mildly or strongly disagree. So far it seems there is a clear seismic shift towards a negative impact.
If this is the case across other polls in the press too, it makes you wonder if BA had done enough or any ground work to establish a consensus outside of a few indirect and roundabout questionnaires to a very select group?!
Are some happy with the changes? …yes but it’s so far a small minority! (Time will tell of course and perhaps these polls are dominated by aviation/BA enthusiasts).
What is alarming is that IF, it’s a big if, BA have p***ed off over 70% of their customer base, as Sean D I’d be hoping my pension is inline and running for the hills. To think that as a business you’ve only pleased less than 15-30% of your paying customers with such a impactful and important business change is incredibly worrying. With any change this important you should be pleasing the 70-80% not the other way round?!
On a very separate note and one that is becoming an irritant to see or read, can we please drop the use of the word loyal or loyalty. Whilst our behaviour towards a business is loyal, businesses are no longer loyal to you or offering anything that rewards your loyalty beyond what financially benefits the business. Does spending more with BA mean that one is more loyal? No! Not in my book. If one is more regular and will
only choose BA then yes I see that as loyal, which the current program to an extent rewarded you. But spending more on anything doesn’t make you more loyal! I find that concept bizarre and totally against the term loyal or loyalty.
Two people who turn up in a local pub, one spends £100 and the other spends £30, but the person who spends £100 it’s their first and only visit, yet the other person who spent less is there every other week. Who is more loyal?! To me it’s not how much they’ve spent but how much they visit, engage with and experience with that business, the fact that they part with money for goods/service each time is purely transactional, the loyalty comes from trust, experience and recognition, emotional customer factors that aren’t often quantifiable.