Question

Kirksand Airlines is well known for providing excellent customer service to its flyers. The staff members inquire about each flyer’s wants and needs, and listen carefully to their responses. If a flyer has any specific requests, the staff members ensure that they are immediately attended to. In this scenario, Kirksand Airlines illustrates has based its customer relationship management on the trend of ___________. a. technology b. personalization c. loyalty d. mass marketing

Answer 1

Answer: Personalization

Explanation: In simple words, personalization refers to the altering of product or services by the producer with the objective of increasing the customer satisfaction.

In the given case, the employees of Kirksand airlines respond to the specific needs of the customers readily. They are flexible in their operations and always be ready to fulfill specific requests.

Hence, from the above we can conclude that the correct option is B.