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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Spiff: Do not believe Gordo's promises of unenhanced Carousel... Your lifeclock will stop blinking on OAL. http://www.flyertalk.com/forum/biggrin.gif</font> |
"In it was some four-square matrix which established customers along parameters of "loyalty" and "cost/revenue generation." It pontificated that some loyal customers are in fact better off not being retained."
Hm. I don't see how this could be unless the Harvard business geniuses are pricing MR less than MC! And if that is the case, it strikes me that the pricing is the issue, not the customer! |
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Jim Phillips: Whether or not CO has a specific 'runner tracking' module for their frequent flyer database analysis apparently they are doing some kind of (aggregate?) tracking which has identified 'runners' to the extent that it has led to the 2004 OnePass program changes which I think and hope will blow up in CO's face. I remember reading in Harvard Business Review a year or so ago (by the way, as a self-made businessman, my worst employees have been MBA's (think they always know better, but just don't roll up their sleeves and do what it takes to get the job done which is what it's all about. But being self-made does not mean that I can not read about the latest pedantic proscriptions for a decidedly non-academic sport) some write up about "are your most valubale customers costing you more than they're worth" which I can not help but think got its way to some middle-manager at CO and DL marketing who is trying to show upper management that yes! they too can not only read but even understand Ivy League ivory tower academic tripe. In it was some four-square matrix which established customers along parameters of "loyalty" and "cost/revenue generation." It pontificated that some loyal customers are in fact better off not being retained. Like so much of this horse**** and the consultants who read it, it's great cocktail conversation (though that's no party I'd care to attend), but real life don't work that way, not in the least in the case of the airlines who by Gordo's own mouth every scrapping nickel and dime is needed. So on the assumption that somebody out there is beeming over the joy of putting cutting-edge management research http://www.flyertalk.com/forum/rolleyes.gif into practice, somebody probably did a data mine and fit the results according to the constructs established in that paper and Presto! you have ScamPass and SuckMiles 2004. I can't wait for the 'paradigm shift' in the 're-alignment of the enterprise of aviation transportation' in 2005, which I am prognosticating will involve some abomination of a merger between CO/DL/NW whose DOJ approval will be expedited due to poor financial consideration spurred in part by defection of patronage to their competitors who offer better frequent flyer program perks. Wasn't Gordon the guy who said of the AA/TW merger that you put the #1 airline together with the #3 and you get #13? Methinks that'll be the glorious comeuppance and the industry consolidation that Gordo has been clamoring for as the victor of the poetic justice espoused of his own big bad mouth. [This message has been edited by Jim Phillips (edited Nov 16, 2003).]</font> |
There was a thread in one of the forums several months ago about a European freedom of information law that any company doing business in europe has to give its customers a copy of the records it keeps on them upon request. The idea was if you have ever flown CO to Europe you could request their european offices for a copy of the notes they keep on you and I understand most airlines keep a set of notes about you with your FF number that can be accessed from your prn by going thru a few additional screens.
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by snake: Gordo's elves are watchin' who's been naughty and who's been nice. http://www.flyertalk.com/forum/biggrin.gif </font> |
On the rare MR to reach the next level I have never been on a overbooked flight. (It would be great to be bumped and receive more than what I paid but its never happened.) I can only conclude that my additional revenue help CO since empty seats generate nothing.
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From Information Week 11/10/03:
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Continental Airlines Inc. uses Teradata's technology at its massive data warehouse, which stores information on all aspects of the airline's business, including passenger reservations, aircraft maintenance and parts inventories, and flight delays. Using middleware like IBM's WebSphere MQ and Informatica Corp.'s Striva, transactional data is captured and loaded into the data warehouse within seconds, says data warehousing director Alicia Acebo. Continental has designed its data warehouse so that it can be used for both real-time alerts and long-range strategic analysis. It warns reservations clerks of any incoming flight delays, for example, and identifies passengers designated as most-valuable customers, who can then be given priority on alternative flights if it appears they'll miss their scheduled connections. Business analysts also can use Continental's data warehouse to study historical data to detect customer trends.</font> http://www.informationweek.com/story...6000601&pgno=2 ------------------ "The Eyes of Texas Are Upon You" |
Apparently at least some CO reservation agents don't like runners...
http://www.flyertalk.com/forum/Forum20/HTML/006054.html |
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