What Delta Doesn’t Get: Authenticity and Fair Dealing Matter Most to Customers

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    Too often frequent flyer programs think they can Jedi mind trick their customers. But that's so ten years ago. What matters more than anything now is authenticity. Or,as I wrote in 2009 customers will work with whatever game is offered as long as the programs shoot straight and play fair. ... Continue reading What Delta Doesn’t Get: Authenticity and Fair Dealing Matter Most to Customers...

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