Richard Owen CEO, Satmetrix

About Richard

  • President and CEO of Satmetrix Systems, Owen is responsible for all aspects of strategy and day-to-day operations. Prior to Satmetrix, Owen was Chairman and CEO of NASDAQ-traded AvantGo, Inc., the leading provider of Enterprise Mobility Solutions to Fortune 1000 companies. AvantGo was successfully sold to Sybase, Inc. Prior to Avantgo, Owen spent eight years at Dell Computer Corporation in various executive positions, most recently as vice president of Dell Online Worldwide.

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May 27, 2008

Comments

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Gene Pelham

I agree. Airlines are taking away expected services and charging fees for what was considered to be "part" of the expected value proposition. They set an expectation of value with a ticket purchase and are eroding it on a continuing basis. Just pull the darn bandage off all at once instead of poking us in the eye with every additional nuisance fee. Instead of just creating animosity over one issue, they rekindle, and increase, your angle with each new nuisance fee.
On the other hand, I recently flew on Allegiant Air and they set the expectations low from the start. Super low no frills fare and you understood that if you wanted to pick your seat, $14, check a bag $12, pillow $2, water or soda $3, smiles were free. The difference between them and the other guys was that they exceeded expectations. Boarding - quick, flight crew - friendly, airplane - clean, arrival time - 20 minutes early, overall cost - lower!
If you want to keep loyal consumers understand your value proposition and be true to it. Allegiant Air is true to their value proposition!

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