Saturday, August 16, 2008

We all need customers

How important are you customers to you? Do you take them for granted? If you do you may find your checkout time from your business will come very soon.

American Airlines was the first major airline top develop a websigte that let passengers plan their trips and book reservations, as well as access real-time flight information.

What was different about the apporach by American is that the site was designed specifically for the company's 32 million most profitable customers- its AAdvantage frequent flyers.

Along the way, American learned some important lessons.

American discovered that customer profiles are important in order to be able to tailor offerings for each customer. And it discovered the value of the Internet as an interactive marketing channel.

Greg Cryns

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