Silver Status: What Airlines Understand About Customers That Most Small Businesses Don't

I used to have Air Canada's highest status. Now I fly once a year, and I feel every inch of the downgrade.

Here's the thing though, I know exactly why it happened. And that's the part most businesses get wrong when they finally get serious about treating customers differently.

Segmentation isn't about who you shut out. It's about being honest about where your value actually sits, and consistent about what each level of relationship gets.

A simple 5-step process to start segmenting your customers, and why the airline industry has understood this longer than almost anyone.