American Airlines: Marketing tools
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Describe American Airlines in relation to their marketing tools and apparent Customer Service (no less than 200 words). Provide at least two references.
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Solution Summary
Successful marketing tools and customer service of American Airlines. Includes 1.5 pages and 3 sources.
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In 1981 American Airlines launched a full-scale loyalty marketing program entitled AAdvantage. This revolutionary program was the first to reward "frequent fliers" with reward miles that could be accumulated and later redeemed for free travel. Many airlines and travel providers saw the incredible value in providing customers with an incentive to use a company exclusively and be rewarded for their loyalty and within a few years, dozens of companies launched similar programs.
The Aadvantage program has received industry awards for providing perks that customers value highly. These perks are now awarded not only by flying American Airlines, but also by staying at one of 35 partner hotel chains and/or renting from one of eight car rental companies. The company has identified that perks are important to many travelers, according to research (Loyalty Rules by Fred Reichheld), also noting the value to customer referral on the growth and financial performance of dozens of leading US firms. Reichheld purports that the ...
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