I like Air France. I like British Airways better though to be honest. But to get to the point, Air France seems to struggle with the concept of the customer journey when it pertains to the web. Perhaps your luggage handlers can take ages at CDG to get our baggage to us, perhaps it is our cultural differences that causes to perceive many of your employees as rude and uninterested in ‘customer service’. (Oui, je sais. Service clientele n’existe pas en France!). A little while ago, I received an email from Air France announcing a contest for tickets to Colombia in the subject line.
Do you see any mention of the contest in the body of the email? No.
When I clicked through from the email I still did not see any reference to the contest:
So it appears that those responsible for email marketing at Air France understand nothing about building trust and creating a customer journey. This is a big fat #fail on their part.
Do you find you have less patience and can very quickly lose trust with companies that send these types of emails. Have you received any blatantly false marketing emails lately? Please share your perception/reaction in the comments section. I’d love to read about your experiences.
Update 7/18/2013, 1:31PM:
At least Air France seemed to have figure out their mistake:
Breaking the Marketing Rules 