Customers CAN Handle the Truth

Delta recently sent me an email telling me that in order to keep the same frequent flyer rewards, I have to spend more money. They said, "If everyone is a frequent flyer, no one is a frequent flyer." Really, Delta? You couldn't just tell me that your costs are going up and that you need to change the structure of your program? Instead you had to come up with some story about how frequent flyers and non-frequent flyers can't be in the same tier? This is bad form, and I think Delta is losing a lot of trust from its loyal customers by doing this. When you wrap up your information in a load of crap, your customers will trust you less, not more, so don't underestimate them. They're smarter than you think. SUBSCRIBE: https://www.youtube.com/jaybaer00 SPROUT SOCIAL SHOUT OUT Today's Sprout Social shout out goes to Jess Ostroff (http://twitter.com/jessostroff), founder of Don't Panic Management (http://dontpanicmgmt.com) and Managing Editor of Convince & Convert (http://convinceandconvert.com). Jess helps with much of the Convince & Convert content as well as with many of our other friends out there in the marketing and PR world. OUR SPONSORS Candidio (http://candidio.com), a simple and affordable video production company. Follow @candidio on Twitter. Sprout Social (http://sproutsocial.com), a social media management and analytics company that Jay uses for much of his social media every day. Follow @sproutsocial on Twitter. ABOUT JAY TODAY Jay Today is a video podcast with 3-minute lessons and commentary on business, social media and digital marketing from New York Times best-selling author and venture capitalist Jay Baer. Join Jay daily for insights on trends, quick tips, observations and inspiration at http://bit.ly/JayToday.