Description
- Read this article and answer these questions: https://www.wsj.com/articles/airlines-upgrade-loya..
- Name of article; publication; author and a brief synopsis of article (should not exceed 150 words)
- How this article relates to customer relationship management.
- You should do the reading below before you think about this section of the exercise.
- Your reflections on this issue
- The implications for tourism and hospitality
- To make this more engaging you are required to formulate one discussion questions for the class relating to this subject.
- How this article relates to customer relationship management.
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Explanation & Answer
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RUNNING HEAD: ARTICLE REVIEW
Title: Article Review
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Article Review
2
Introduction
Katie Deighton’s article ‘Airlines Upgrade Loyalty Programs and Perks to Meet
Millennial Tastes’ explores the ways in which U.S airlines are revamping and rebranding their
loyalty programs so as to appeal to younger consumers amidst the pandemic’s effect on travel.
The article which was published on the Wall Street Journal gives a survey and explains why the
airlines are updating and shifting their focus from older business travellers to millennials and
Generation Z customers. Deighton notes that the millennials were the largest generation flying
before the pandemic and are more likely to travel during and after the pandemic. In addition to
this, their spending behaviors and size calls for a shift that will appeal to the younger travellers.
The author notes that airlines have introduced new and revamped ways to keep the
younger consumers engaged. Some instances of this are such as adding more perks to loyalty
programs and addition of perks that are not directly relate...