The 911 aftermaths have caused Classic to face a restrictive cost structure unlike younger airline companies. And if that is not enough, Classic is facing a 15% across-the-board cost reduction over the next 18 months (Scenario: Classic Airlines, 2007). Albert Einstein once said that in the middle of difficulty lies opportunity... displayed 300 characters
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Some of the best opportunities often originate from problems. Classic Airlines has the ability to turn its problems into opportunities through carefully defining the situation so that the statement reflects the reality of the situation. Classic should target frequent business travelers who expect a higher level of individualized service than they might receive on competing airlines... displayed next 300 characters
There are many possibilities of success when deciding on how to improve customer satisfaction, the question is which is the best option. One major issue that is leading to low customer satisfaction rates is the reduction in the frequent flier program...
Classic Airlines did implement a CRM system, but the Classic Reward team found that the system is not being used properly and Classic Airlines continues not to listen to what the customer wants in their airline...
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