Log on. Take Off. Airline passengers demanding “social” contact centers.

The world is going social and so should your contact center. Many brands fear social media, because of the negative comments that can break their reputation, but ignoring them does not make them go away. Everyday airlines are now faced with tons of comments, questions, and complaints on social media channels (Simpliflying, 2016). Whether or …

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Cross- and upselling to enhance the flight passenger experience

Cross- and upselling usually terms that have a negative connotation to it. They are thought of annoying selling strategies that consists of selling something more expensive to the customer to increase revenues, but they don’t have to be annoying. In fact, these strategies can be used to enhance the customer experience for flight passengers. Through …

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How to design an airline brand experience for passengers

Today’s globalized environment has changed the airline industry and has turned air travel in a commodity, where airlines are forced to compete with each other in price because of offering a similar product. Customer engagement, however, is activated through experiences that connect on an emotional level. Designing a branded customer experience, is what differentiates a …

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Optimizing the customer’s journey end-to-end flight experience to establish a good relationship

What used to be the simple act of selling a seat on an aeroplane and functioning as a mode of transportation, bringing customers from one airport to airport, has significantly changed due to the way customers are able to access information. Nowadays airline customers expect more than just the transportation from A to B. Airlines …

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