Page 1 of 3 pages Confidential – For Internal Distribution Only

TransGlobal Confidential Internal Memo

Interviews With Company Leaders: Company A

The notes below are a summary of recent conversations with company leaders at Company A. As much

as possible, I have summarized these in a question-and-answer format. I tried to transcribe actual

statements as they were made, but I was unable to capture every detail of each conversation.

As an introductory note, I’ll observe that smaller firms tend to be far less structured and less

bureaucratic than TransGlobal. Sometimes, this translates into quicker and more flexible decision

making. It also can result in some elements of good management falling through the cracks to some

degree. Also, I’ll note that my opportunities for discussions were quite limited, so these notes are not

comprehensive.

INTERVIEW #1: Vice President of Sales

Why do your customers come to your airline? Why do some customers choose other airlines? How do

your customers make their buying decisions?

“Our customers are very often repeat customers; close to two-thirds of our sales each year go to

individuals who have flown with us before. Plus, we have extraordinarily positive word-of-mouth

advertising. This is supported by our Bring a Friend promotional program, which encourages

customers to send us additional customers. This has been very popular. Just last year, we conducted a

poll and learned that 75% of our customers would recommend us to a friend or family member.

“Also, we provide our customers with some special features on our flights, and we don’t charge for

the first checked bag, either. Customers appreciate the feeling of going first class. We also add in little

extras at times to provide our passengers with a sense of excitement and entertainment. This is

generally done by flight staff an