Accessing Delta’s popular Sky Club lounge just got a little harder for some frequent fliers of the airline.
Click here to read the story at yahoo.com.
Discussion Questions:
- What is brand loyalty?
- Why is brand loyalty important to an airline?
- What is Delta’s SkyClub?
- What is positioning?
- How has Delta positioned the SkyClub product?
- Why do you think Delta offers a SkyClub?
- How do you think things like SkyClub benefits or “status” levels like “Diamond Medallion” memberships impact levels of brand loyalty?
- What is a target market?
- Who might represent Delta SkyClub’s target consumer?
- What is customer satisfaction?
- How does customer satisfaction relate to the customer experience?
- Why have SkyClub customers been disappointed in the service?
- What changes is Delta making?
- Why do you think they are making those changes?
- Do you think the changes will improve levels of customer satisfaction? Why or why not?