What Happens When You Make Product Decisions to WOW your Customers [A Case Study]

Written by federico | Published 2020/02/23
Tech Story Tags: customer-experience | customer-insight | marketing | customer-rentention | digital-marketing | startup-marketing | customer-acquisiton | hackernoon-top-story

TLDR Spirit is an extreme example of the “unbundling effect”: while airlines separate services and charge ancillary fees, consumer frustration has grown exponentially. To joke about Spirit’s Customer Experience is easy as hitting an easy target. Spirit is profitable since 2009, its operating margin has consistently been well above the industry average, peaking at an astonishing 24% in 2015 (compared with an industry average of 15%) Revenue has climbed from about $700 million in 2009 to $3.7 billion in 2019.via the TL;DR App
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Published by HackerNoon on 2020/02/23
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