Smisek article on loyalty in Hemispheres Magazine
Feb 1, 2013, 7:26 pm
#46
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Although this was likely printed before the 787 issue, but seems pretty sad that he's still focused on the grounded 787 as a key feature of keeping our loyalty.
spectacular new aircraft like the 787 Dreamliner
From what I've hear the loyal fliers have some beef with the layout questioning how spectacular it is. And if it isn't flying, its not gonna pull the loyal crowd to it (if anything, push us away until we are confident that its perfect).
spectacular new aircraft like the 787 Dreamliner
From what I've hear the loyal fliers have some beef with the layout questioning how spectacular it is. And if it isn't flying, its not gonna pull the loyal crowd to it (if anything, push us away until we are confident that its perfect).
Given the awful configuration of the 787, it is indeed spectacular that its use has been delayed.
My next 787 was replaced with a 762. I am much happier with my 762 exit row seat than I would have been in my 787 E+ seat.
Feb 1, 2013, 7:31 pm
#47
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I hope you guys know / understand how speeches and articles are written. Speeches and articles have nothing to do with what a given person or organization intends to do. They are written by professional speech-writers who write about things important to the audience. Sometimes, when speech-givers are really arrogant, they write their speeches themselves, usually in the morning, with a hungover from the previous night's party.
Feb 1, 2013, 8:05 pm
#48
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For every incident of good service I get from UA, I get back 3 incidents of bad service from UA. This include being berate by staff!
The fact that UA compensate you for reporting good service on the one hand, and just say sorry and we will do better when you experience bad service makes on the other: make me wonder if they really understand what service is at all.
The fact that UA compensate you for reporting good service on the one hand, and just say sorry and we will do better when you experience bad service makes on the other: make me wonder if they really understand what service is at all.
Feb 1, 2013, 8:11 pm
#49
Join Date: Jun 2005
Posts: 4,645
For every incident of good service I get from UA, I get back 3 incidents of bad service from UA. This include being berate by staff!
The fact that UA compensate you for reporting good service on the one hand, and just say sorry and we will do better when you experience bad service makes on the other: make me wonder if they really understand what service is at all.
The fact that UA compensate you for reporting good service on the one hand, and just say sorry and we will do better when you experience bad service makes on the other: make me wonder if they really understand what service is at all.
Feb 1, 2013, 8:40 pm
#50
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McDonalds provides a consistent clean product, and has historically done well. That seems to be the model for UA. Its fine for what it is, but its not international F
Feb 1, 2013, 8:41 pm
#51
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Let's take the example of a sports franchise loyalty
(and I think that airline loyalty is pretty similar to because there is the "home team" or "home airport" factor as well)
Your home team can be crappy (i.e crappy product) but you still follow it and root for it because you do not have many choices and once a fan always a fan. And if you happen to live in Brooklyn and your Dodgers move to LA, you will still root for them because you are not about to root for the Yankees.
This is loyalty.
Of course, there are fair weather fans who are jumping on the bandwagon only when the product on the field is winning and would be more than happy to go with the competition if the product of the field is not winning. This is not loyalty.
What have you done for me lately mindset, is not loyalty. And about 90% of the conversation among self proclaimed "loyal" United or Continental customers here is of this sort. And this is not loyalty.
just my 2 cents...
Feb 1, 2013, 8:53 pm
#53
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Interesting take, Abe. There is a transactional aspect of the flying relationship that is different from being born and raised a Red Sox fan. I never had a choice with regards to the Sox, but did get to experience 2004, which was priceless.
Feb 1, 2013, 10:10 pm
#55
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Feb 1, 2013, 10:35 pm
#56
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Feb 1, 2013, 10:57 pm
#58
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Whether UA is profitable in aggregate is up in the air. Many of their financial measures are looking a bit peaked.
Feb 1, 2013, 11:54 pm
#59
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FlyerTalk is the perfect place to start to still get the feedback they'll need to make/keep loyalty high. Keep it up, all, we all do our part here to make their lives and our lives better both.
Feb 2, 2013, 12:07 am
#60
Join Date: May 2008
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Too bad...
Too bad his message is missed by all those who left United for good.
My GS status turned to GM today. Good riddance. The United that I was 100% loyal to ceased to exist in early 2012. I feel sorry for the employees who are stuck with such a poorly managed company. They're trapped. At least we can fly other carriers.
My GS status turned to GM today. Good riddance. The United that I was 100% loyal to ceased to exist in early 2012. I feel sorry for the employees who are stuck with such a poorly managed company. They're trapped. At least we can fly other carriers.