Measuring Successful Customer Experience Programs

In today’s environment of instantaneous information, the customer while they are travelling, expects to be continuously updated with information relevant to their travel. This flow of information usually comes from a variety of sources, often through with their social networks, Twitter and Facebook being the more prominent. With the ongoing Read More …

Lift Customer Service to New Levels

“There is one thing that service, marketing and sales managers agree upon: a better alignment of your customer contact channels directly improves the success of your organization.” “A corporate control function on C-level is necessary to structure processes and all the activities of marketing, sales and services.” Both these statements Read More …

Preferred Customers

Two sequential innovations occurred in the evolution of the aviation customer service process.  Although they were not planned or implemented to complement each other, combined they have had a very positive impact in the industry: decreasing costs and increasing frequency of customer use (revenue). The first innovation was the Frequent Read More …