If you asked passengers on a plane if they booked their tickets online, over half are likely to answer “yes.” And if you asked those who didn’t complete their ticket purchase online, over 80 percent are likely to say they abandoned the purchase because they were surprised by the price — either the price changed or their coupon didn’t work when they reached checkout.
When the plane lands, many of these passengers are likely to stop at their favorite coffee vendor in the airport and swipe their loyalty card. Every one of them would be asked for their names to go pick up their drink. But didn’t they just swipe their loyalty card? Why were they not greeted with, “Thank you, John, for visiting us again. We will call your name in a minute”? Surely not the best customer experience in the so-called age of personalization!