Dear John: Your flight is delayed — Personalizing the travel experience with big data

This past summer a major airline was briefly the butt of press and social media jokes and criticisms when it mistakenly sent a response to an unsatisfied customer’s complaint that started with the generic salutation “Dear CUSTOMER NAME:”. The letter continued with a canned apology which contained references to a SPECIFIC INCIDENT, and concluded with a promise that the airline truly appreciated CUSTOMER NAME’s loyalty and business.

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