Mercator Blog

Michele Drummond

Michele is an accomplished B2B marketing strategy expert with over 15 years of experience in driving demand, and building successful, profitable organizations. As Head of Marketing, she is focused on supporting Mercator’s growth and business generating efforts globally through effective and results-oriented marketing campaigns and brand cultivation. Prior to joining Mercator, Michele held marketing leadership roles at SunGard and was instrumental in leading the company’s transformation after a merger to help form a disparate business. Michele brings cross-cultural experience and a global outlook, having worked in the US, Europe and the Middle East. She holds a Bachelor’s Degree in Law, Jurisprudence and Social Thought and a Master of Business Administration.

Recent Posts

The Airline Customer Experience: 5 Predictions for 2017

In the airline industry, customer service matters. Look at Southwest Airlines: their customer focus made it one of the world’s most popular airlines. The low-cost carrier, which regularly ranks among the top in airline customer experience, would never have become a household name without superior service.

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Topics: Aviation, Customer Experience

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How They See It: 4 Things Airline CMOs Are Saying About Marketing

Marketing in the airline industry is changing by the second. From social media to data analytics, it seems everything reinvents itself every few months. This puts Airline CMOs in the hot seat. They must adapt to these changes, while simultaneously capitalizing on new opportunities.

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Topics: Aviation, Customer Experience

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Seeing Airline Customer Experience Through the Eyes of Passengers

  This past October, a first-of-its-kind report was released called the Group XP Experience Index. The report leveraged data from BrandZ, the world’s largest brand equity database, to evaluate brands according to the strength of their customer experience. The Group XP Experience Index contains 30 global

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Topics: Aviation, Customer Experience

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How Airlines Can Become Players in the Platform Economy

The disruptive power of the platform economy has redefined the business landscape over the last decade. We’ve seen companies like Amazon, Alibaba, and Uber build multi-billion dollar platforms, and they continue to grow. The airline industry, however, has experienced the disruptive impact of the platform economy.

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Topics: Aviation

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Mobile Apps: Creating Unrivaled Airline Customer Experiences

“Do you have an app?” Chances are, if you’re a business owner (or even working in business), you’ve heard this question in the last year. Apps are the cornerstone of the mobile experience. Companies across all industries have created their own apps to offer their services in faster, more convenient ways. In short, they want to create a better customer

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Topics: Aviation, Customer Experience

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Why Airlines Need to Get Personal

Consumers crave personalized experiences. And businesses couldn’t be happier. Between loyalty programs, purchase history, and e-mail marketing, airlines can now reach customers on an unprecedented level of personalization.

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Topics: Aviation, Customer Experience

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