1to1 Magazine

Date: 01/25/2005

Issue: January-February 2005

People: Mila D'Antonio

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Continental’s Data Warehouse Pilots a Customer-Focused Enterprise

Continental Airlines recently set up a video camera in its president’s club at Houston’s George Bush International Airport. What they saw and heard surprised even the most optimistic executives. They expected the frequent flyers to cite the products, such as the meals and elite access, as to why they fly with the airline. Not one of them mentioned those airline amenities—only the service—which they repeatedly gave as the sole reason they fly Continental.

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