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Airline Loyalty Programs: Liability Management
Airlines created one of the most successful customer loyalty relationships through their Frequent Flyer
Programs. Success came with a price; that of increased liability in the form of 'free flights'. What tactics should
airlines take to reduce this liability, while at the same time enhancing their customer's travel experience and
retaining their business? |
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The Preferred Customer:
The new paradigm for customer
experience
As airlines struggle to compete in today's local and global markets, they must refocus their efforts on
customer relationships. Older CRM methodologies are not as effective as they used to be, given their reliance on
frequent flyer plans. What should airlines do to create strategic advantage, enhancing their customer's experience,
thereby retaining their loyalty? |
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The One Square Foot Enterprise:
Breakthrough eCommerce Solutions
The internet has spawned new eCommerce business models as the distribution channels of the future.
Customer self-service kiosks exploit these new business models and deliver benefits of lower costs with consistent
customer experience. What should companies do to implement the "One Square Foot Enterprise" effectively to
success with their customers? |
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Winning through Customer Knowledge
As airports struggle to provide competitive services for airlines, they must focus their strategies to
increase non-aeronautical revenues. This means increasing their retail revenues in order to pay for their airport expansions.
Unfortunately, their efforts are hampered by a lack of customer relationships. What should airports do to create strategic
advantage, enhancing their customer’s experience, thereby increasing their airport retail spend? |
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