Qantas Airways uses mobile customer engagement to increase customer loyalty

“Moving loyalty schemes to smartphones is the obvious next step, as it means customers have access to the brand or retailer’s latest deals and their scheme membership wherever they are” (Pritchard, 2015). Channel preferences have changed overtime and consumers expect to use a broad variety of communication channels when searching for new products and services. With …

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The relevance of RFM Segmentation in Customer Loyalty within the Airline Industry

What if you knew the exact number of customers who have purchased with you recently? What if you also knew how often they have purchased and how much they have spent? You may be wondering how all of this information would help your company in the long term. By segmenting your customer database, you would …

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The Future of Customer Service through Co-Creation in the Airline Industry

Let’s face it, customers are the new visionaries of today and developers have shifted the traditional boundaries between organizations and clients into solutions for meaningful customer experiences. As technology has emerged at an expeditious pace, many airlines have issues to think outside the box in order to develop innovative ideas for new products and service. …

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Conversational Commerce is the key to Customer Relationship Management

Customer relationship management is referred to as a process or a sequence of activities. According to (Peelen & Beltman, 2013), this definition requires that more attention is paid to the customer and the objective one hopes to achieve vis-à-vis the customer. Nowadays, customer relationship management has changed from boring call centers to a social platform …

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