American Airlines Creates New Customer Experience Unit, Names Chief Customer Officer To Drive Pivot To Premium
A couple of weeks ago I revealed exclusively that American Airlines CEO Robert Isom had pivoted to begin talking about a premium focus in the airline's strategy. In employee remarks following the airline's fourth quarter earnings call, Isom talked about attracting customers willing to pay more for better services. He said that the airline is going to have a “rededication and a renewal to focus on the customer experience.” And he talked about this as “the next order of business, we’re going to organize around this.” And says “you’re going to hear some things very soon.” The start of this appears to be today's news. Continue reading American Airlines Creates New Customer Experience Unit, Names Chief Customer Officer To Drive Pivot To Premium...
A couple of weeks ago I revealed exclusively that American Airlines CEO Robert Isom had pivoted to begin talking about a premium focus in the airline's strategy. In employee remarks following the airline's fourth quarter earnings call, Isom talked about attracting customers willing to pay more for better services.
He said that the airline is going to have a “rededication and a renewal to focus on the customer experience.” And he talked about this as “the next order of business, we’re going to organize around this.” And says “you’re going to hear some things very soon.” The start of this appears to be today's news.
Continue reading American Airlines Creates New Customer Experience Unit, Names Chief Customer Officer To Drive Pivot To Premium...
