NBC in Dallas ran a piece called “Airlines Rethinking Customer Care. In the piece, they talk about airlines using customer data to personalize the customer experience.
Yawn.
Places like OpenTable and Wyndham have been doing this for years. Great restaurants kept detailed notes on their best customers with pen and paper.
The anonymous talking head from Sabre — which makes that awful flight reservation system used by Alaska, American, etc — thinks that the best way to use all this data to make up for an error is to — wait — give customers “a scripted apology.â€