Description: Following an uproar from consumers, the company that runs the Air Miles loyalty points program says it is cancelling plans that would have seen collectors lose any miles not used within five years.

Source: BNN.ca.com – video report

Date: Dec 02, 2016

Link: http://www.bnn.ca/air-miles-cancels-points-expiry-plan-following-customer-uproar-1.621570

Questions for discussion:

• How do you think this decision will affect relationships with customers?
• Why do you suppose management took this course of action?