• About Tom Dougherty

    Tom Dougherty CEO, Stealing Share

    Tom Dougherty is the President and CEO of Stealing Share, Inc., and has helped national and global brands such as Lexus, IKEA and Tide steal market share over his 25-year career.

    An often-quoted source on business and brands, he has been featured recently by the New York Times and CNN, discussing topics ranging from television to Apple to airlines.

    Tom also regularly speaks at conferences as a keynote and break-out speaker. To find out more on inviting him to your speaking engagement and view a video of him speaking, click here.

    You can also reach him via email attomd@stealingshare.com.

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US Airways and American Airlines merger: New logo. Same poor service.

Chances are, those who fly either US Airways or American Airlines do so because of a loyalty program. Not because of superior service.

US Airways and American fail to do an adequate job of getting passengers from point A to point B.
The most common metric to measure airline success is the on-time performance rate. Airlines have become so satisfied with mediocrity that they boast when their on-time percentage is above 85 percent.

What kind of success is that? What if your car only started 85 percent of the time? Or if your soda was carbonated only 85 percent of the time? Or if your cable only worked 85 percent of the time?

Chances are, you would switch cars, sodas and cable providers.

Powerful brands cause people to pay more and inconvenience themselves to use them, which is not true with airlines. Passengers choose airlines based on price, schedule and loyalty programs.
Consolidation of airlines is not done to provide a better service. It’s done to pick up additional airports and aircraft. Unfortunately, as the number of airlines dwindles prices jump, service sags and brand becomes irrelevant.

With this merger there will be just four major domestic carriers: United, Southwest, Delta, and the “new” American.

The problems that plagued American to the point of bankruptcy and the sloppy service from US Airways will remain. Who knows, conditions may worsen.

Is there room for an airline to develop a brand that attracts travelers beyond price, schedule and service?

Absolutely. With the consolidation of two inferior carriers, the opportunity is greater than ever.

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