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wolvereader's review
3.0
Professor Taneja looks at what airlines need to do to remain competitive in today's business world. In a nutshell, the answer is to become more customer-centric by taking lessons from the Retail industry and leveraging Big Data and Data Analytics. The majority of the book is statistics and anecdotes that back up that premise. Taneja bookends his thoughts with essays from industry thought leaders.
Overall, I think that when this book was published in 2014, this might have been revolutionary. These days, I think most airlines would agree that they need to adopt better retail models. What they lack isn't the strategy... it's the will to effect the organizational change necessary to make it happen.
This is a good read for people who would like more details about why airlines should become more customer-centric. If you're up to speed on the "why", this book won't get you very far toward "how".
Overall, I think that when this book was published in 2014, this might have been revolutionary. These days, I think most airlines would agree that they need to adopt better retail models. What they lack isn't the strategy... it's the will to effect the organizational change necessary to make it happen.
This is a good read for people who would like more details about why airlines should become more customer-centric. If you're up to speed on the "why", this book won't get you very far toward "how".
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