American Airlines agrees customer loyalty is fragmented, looking for high value customers

American Airlines VP for loyalty Bridget Blaise-Shamai acknowledged there is "certainly fragmentation" in regards to customer loyalty, noting there are a "host of reasons" why customers choose to go with certain airlines (Skift, 07-Mar-2018). American is striving to use "pretty clever data and analytics" looking for customers who are "high value" in another airline's programme, pointing to "significant success on doing that for some time".