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The two forces that I believe are the most significant for Delta Airlines is buyers and competitiverivalry among current industry firms. Buyers, is most definitely the number one factor in the success of Delta. If customers don’t purchase flights through Delta, it will have to cancel flights,which will cause it to lose money, and eventually it will have to shut down. It must continue to give the customers what they want, which means it must listen to its customers to determine what their needs are. Most customers want to feel like they are a big asset to companies that theyinvest their money into. Customers fly Delta because of the relationship it has created with its customers. There are many other airlines that offer cheaper flights than Delta but somehow it continues to remain competitive among its rivalries. The question is how does it continue to flourish in such a competitive environment? In a recent article, Ben Mutzabaugh stated that Delta has added a second Europe route from Salt Lake City. (Mutzabaugh, 2014) It will also restart its service to Barbados in December of this year. “During 2013 Delta attempted to strengthen its position in the fragmented but strategic Los Angeles market through a 12% boost in daily seats year-over-year.” (CAPA Profiles, 2013) It continues to remain competitive by
4ASSIGNMENT 2making sure that its 165 million annual customers are satisfied by offering of 5,400 flights on a daily basis.With the same two (2) forces in mind, predict what the company might do toimprove its ability to address these forces in the near future.To continue to make its customers happy and remain competitive among its rivalries, Delta must continue to offer exceptional customer service, offer more flights, and even add flights to new locations. It must continue to listen to its customers to supply their needs. Its customer service must reach every location where it has a presence. “Recently, Delta has just finished a $1.4 billion project to enhance and expand Terminal 4 at JFK, creating a state of the art facility for its customers.” (Operating Statistics, 2014) Delta will have to strengthen its relationship with its customers by delivering a higher standard. This can be done by creating a business-level strategy. The main reason why it must satisfy its customers with its business-levelstrategy is that returns earned from relationships with its customers are the lifeblood of the entire corporation. Delta will have to determine what to offer that will make them stand out or different from other airlines. It should complete a competitor analysis to predict the extent and nature of its rivalry. Delta also gives back to its community making it an easier choice when customers must choose an airline. The nonprofit organizations it participates in are the Conservation Fund, the Breast Cancer Research Foundation, Habitat for Humanity, and many others. In order to remain competitive, it can’t lose its focus of why it has been so profitable inthe past up until this point. Although, it is a very profitable corporation and one of the top airlines, it must continue to surpass its competitors. Delta was named the 2014 Airline of the