Why the support service on social media is so important for the aviation industry

Do you have a question, a comment or a request? Do not hesitate and contact us via Facebook, Messenger, Twitter or LinkedIn. We are here for you day and night, is the message of KLM’s 24/7 service via social media. If their customers will post a messages on one of their social pages KLM will …

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Inside the knowledge management of the aviation industry

These days the numbers of communication channels has grown. No longer the effectiveness of a mailing that matters, but the dialogue that is conducted through all the different channels is important. Knowledge management can play a role in the focused creation, distribution and also in the use of vital knowledge. A mistake thats often made …

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How can airlines optimize their customer journey

The customer journey is the process your (potential) customers go through from the moment they first come in contact with your airline until they will actually use it. Hopefully they will even repeat the purchase. But as simple as described above, so difficult it is in practice. The ‘customer journey’ model of Boswijk might give …

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Can we create a better experience through customer engagement within the airline industry

Airlines are always seeking to improve the journey of their customers by making it as comfortable as they can. Many might recall the promotional add of KLM in which they highlight the fun and excitement of traveling by surprising duped customers with small gifts when they started to complain on social media. The main objective …

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