Smart companies recognize that both their marketing and their broader business strategy need to be informed by carefully gathered customer insight. But what do you do when your customers disagree—especially if their disagreement echoes throughout your various social media channels? What if their needs or desires are mutually contradictory?
That’s the situation the airline industry may soon face, thanks to the FCC’s reconsideration of in-flight mobile phone use. Customers have long been clamoring for in-flight phone liberation, but since its announcement the FCC has also been flooded with comments from passengers who dread the prospect of noisily chatting seat mates.
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