Fontainebleau Miami Beach
4441 Collins Avenue
Miami Beach, FL 33140
Friday, April 29, 2011
CASE STUDY: WINNING CUSTOMERS BY THE MILESDELTA AND AMERICAN EXPRESS RISE TO INDUSTRY CHALLENGES
Achieving a three-point landing with airline customers can be an arduous task these days, as rising costs force major carriers to make difficult choices about the services they provide. But which are the right choices? Delta and American Express relied on their long-term relationship and the rich customer knowledge gained over the years to identify what was of the greatest value to their SkyMiles members. In this session, executives from Delta and American Express will discuss the delicate measures required to balance the ongoing needs of their best customers with the demands of rising costs in a competitive industry. This means constantly engaging their members through direct messaging, surveys, monthly mile reports and newsletters. But it also requires continued support from American Express and its support staff, as well as those at Delta to keep the joint program aloft.