Why it matters
The airline industry has endured a significant decline in customer usage during the COVID-19 pandemic. Players in the category, however, can build significant brand equity, and potentially long-term relationships, with people who are still flying through their enhanced safety measures and service levels.
Takeaways
- Brands in travel and transportation have a huge array of consumer-facing touchpoints, and must ensure that customer service is consistent throughout the brand experience.
- Many airlines have been accused of ignoring customer needs in the past as they sought to maximize revenues, but a renewed emphasis on consumer insights is now essential.
- Marketers...