Airlines should use social CRM to improve the customer experience

21-06-2019 Customer relationship Management has always been a major part of an airline's strategy, it is a necessity for maintaining a healthy relationship with customers. However, due to the development of the internet, social media is becoming more important and this is how an evolution from the traditional CRM to Social CRM has occurred. Contrary …

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Knowing your customer: the way to bring a smile to your traveler’s face!

12-06-2019 Collecting data and gaining insight into their travellers is essential for the airline industry to find the gold. Knowing when someone will travel, for how long, and to what destination can help the personalisation of the airline and helps to adjust their strategy towards the right audience. For example, when sending a traveler an …

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Loyalty through mass customisation

07-06-2019 More and more airlines are using customer loyalty programs. The customer is encouraged by these programs to book a flight with this airline even though it was not the best choice for the customer. Customers love an upgrade or a discount on their flight. However, the problem is that the airlines all make use …

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Digitalisation: a necessary trend to stay on top!

29-05-2019 According to IATA, the International Air Transport Association, a rapid growth in airline passengers will be coming. The number of passengers is expected to reach a number of 7.8 billion, almost doubling the 4 billion passengers that travelled in 2017 (IATA, 2017).   To obtain this growing number of airline passengers, airlines need to …

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