Future trends of customer behavior Convenience in the airline industry
|
|
|
- Tracy Wiggins
- 8 years ago
- Views:
Transcription
1 Future trends of customer behavior Convenience in the airline industry Frank Maier, Head of Product & Services January 2015
2 An introduction to Frank
3 Baby Boomer Frank and the technology generation gap s 1970s 1980s 1980s 2000s Current Baby Boomers Generation X Millennials/ Generation Y Generation Z Frank prefers to call or talk in person rather than /text technology sometimes scares Frank. Frank sees technology as a gift, not a given. Frank sees technology as a tool that he can use to improve his life. Use technology for convenience purposes, such as online banking and shopping. Technology has yet to become central to their social lives. View technology as a critical part of their life and work. Constantly on, and connected. Embrace new technologies for socializing and working. The Limitless Generation Connected nearly all waking hours of the day. Are able to quickly adapt to this rapidly changing media landscape. 3 Future trends of customer behavior
4 SWISS an introduction
5 SWISS key facts and figures: 84 destinations In 40 countries SWISS owns a total of 90 different aircraft 22 new Europe destinations opening in million Passengers fly with us every year Over 80 destinations All over the world flights operated 8250 total employees Available seat kilometers (millions) 5 Future trends of customer behavior
6 Our brand: perceived customer value We are true to ourselves and don t pretend to be something we aren t. It s the small things that bring us closer to our guests. We do things properly or we don t do them at all. PROXIMITY Customer Perception We are the airline from Switzerland. PRODUCT QUALITY Our sign is a promise. Customer Value 6 Future trends of customer behavior We are the airline of Switzerland
7 The Jungle approach
8 The Jungle approach future trends Future trends has many buzzwords: Multi/Omni channeling Innovation imperative Mobility frontiers Social Media 2.0 Behavioral targeting Accelerating urbanisation Smart Transport Customisation Seamless customer experience Customer insights Big data analytics Hyperconnected reality Multi/Omni channeling Consumer citizenship Mobile connectivity 3.0 Connected World Predictive analytics Mass affluenters 8 Future trends of customer behavior
9 The Jungle approach key factors Essentials from the 5 sources: Airbus, SITA, CAP, IATA & Skyscanner: Greying & growing society Hassles of modern air-travel impact stress level More context-related cabin packages Rising on-ground expectations No check in desks at airports by 2025 Trusted Travelers with no security checks Baggage Free Flights will be popular There will be 3 classes Business First, Business Value, Economy Total priority for premium passengers Immigration on arrival will be automated Much shorter journey times 24 hours operating airports From current broad-based orientation towards focused segmentation From mass customization to insightdriven development From mass-marketing to differentiated branding Changing buying behavior Self-service will come of age Mobile and social customer services Aircraft cabins zoned to suit your moods, activities and needs Big Friendly Data (BFD) 9 Future trends of customer behavior
10 Who is right or wrong? Which way will the future go? 10 Future trends of customer behavior
11 New world
12 Markets are changing fundamentally Empowerment New global players Importance Digital world Distribution Need Add-on services Up and Cross selling New pricing concepts Pricing Variety Service provider Flexibility & Realtime Product offering Production 12 Future trends of customer behavior
13 customer behavior is changing Multichannel approach Customer loyalty through emotions Multi location set up on customer devices Mobile world is increasing reach Location based offers Emotional binding through digital service portfolio Transparency/easy to use/trustworthy e-travelling Customer centricity Social networking Fulfill individual preferences Adaptive touchpoints Active product suggestions Community based recommendations Discounts and target group selection 13 Future trends of customer behavior
14 and what else? Customer perception & preferences are changing Consistent Quality SWISSness Customization Seamless Experience Offering the expected SWISS experience Unique service quality Customer centric individual product& services Customer Information & Entertainment everywhere 14 Future trends of customer behavior
15 Key principles for future Product & Services Portfolio Customized offers Seamless experience Always connected 15 Future trends of customer behavior At home Trip to the airport Check-in Boarding Pass Time at Boarding Inflight & Security the airport Deboard, Trip home baggage claim
16 From all in product to mass customisation Extension of add-ons Bundling / Branding Mass customization Light Economy Comfort Credit card charge Credit card charge! Excess baggage fee Rebooking fee! Excess baggage fee Rebooking fee UM Refund fee Upgrade/upsell UM fee UM Refund fee Upgrade/upsell UM fee!! VIP Hotel/car/insurance Hotel/car/insurance + Hold my booking + ASR Special surprise today step 1 step 2 future All in tariff structure Ancillary services Branded fare bundles Customized offers 16 Future trends of customer behavior
17 Basics: Upscaling of inflight experience ahead Investments in future aircrafts: C Series: Innovation leader on shorthaul 777: Next generation of premium approach 17 Future trends of customer behavior
18 Newcomer in our Product & Service portfolio Onboard fast track: Business Class Night Service New Cabin Interior CSeries Modular Business menues Quick lunch: finished after max 60 minutes flight time Contemporary Cabin Design Overhead bins for hand luggage 18 Future trends of customer behavior First Pop-Up Restaurant Live cooking in FCL&CCL with cooking crew of Andreas Caminada 19 Gault Millau points, 3 Michelin stars
19 Newcomer in our Product & Service portfolio Extension of Business Class Bus Special bus service open stands Extension in various markets 19 Future trends of customer behavior New food concept YCL Europe Flexbox using 50% less space Daily fresh made food Food branding realized. First Allergy-friendly Airline in the world Quality seal from the European Centre for Allergy Research Foundation (ECARF) Sole airline worldwide
20 Offers & Services are available everywhere Multi- & Omni channeling are influencing future travel experience: Products & Services portfolio on various touch points and channels available. Capable to switch dialogue channels within customer dialogue. Today Flight booking F&B / Duty free / shopping Upgrade (Cash / Miles) Duty free Duty free At home Trip to the airport Check-in Boarding Pass & Security Time at the airport Boarding Inflight Deboard, baggage claim Trip home Future All SWISS services available at various touchpoints 20 Future trends of customer behavior
21 Newcomer in Customer Dialogue Digital responsive design Digital adaption of functionalties Usage of wide range of devices 21 Future trends of customer behavior State of the art Contact Center Improved customer identification Media blending allows dialogue channel shift & digital telephony Real time Travel Manager Proactive customer dialogue Real time personal assistance
22 Future travel experience of a SME owner At home Trip to the airport ASR & Flexibility Flexible bundle including preferred seat. On time and seamless journey expected. 22 Future trends of customer behavior Check-in Boarding Pass & Security Time at the airport Premium meal Enhanced F&B ordered on day before departure due to a tight meeting day at the destination. Boarding Inflight At the airport Detailed plan on journey and timings within the SWISS app. Info on SWISS services around. Deboard, Trip home baggage claim Wi-Fi access Working or reading during the flight on own services.
23 Summary
24 What makes us SWISS? Balancing Values & Trends SWISSness Investing in a new fleet Customer service Digital experience Premium approach ground & air 24 Future trends of customer behavior
Customer Journey Mapping:
Customer Journey Mapping: A Walk In Customers Shoes The Experience Matters To Airline Customers Just As Much As The Destination A customer journey mapping strategy enables airlines to identify the desires
New Skies Customer-Centric Reservation and Distribution System
RESERVATIONS AND DISTRIBUTION SERVICES ANCILLARY REVENUE SERVICES REVENUE AND DECISION SUPPORT SERVICES New Skies Ready to lead the airline industry of tomorrow? It s been called a New World Order for
The Case for an External Digital Strategy For Payers
The Case for an External Digital Strategy For Payers As consumers flock to payers that create a more consumercentric experience, the payers that invest early and heavily in external digital assets will
Branded Fares/Fare Families Strategies. Ronan Fitzpatrick
Branded Fares/Fare Families Strategies Ronan Fitzpatrick Where we started Competitive Environment Aer Lingus had to convince the customers in the Irish Market that it had low price fares available We moved
AIR TRANSPORT INDUSTRY INSIGHTS
2015 AIR TRANSPORT INDUSTRY INSIGHTS SITA INSIGHT FOREWORD We have become used to a more personalized experience from interactions in our digital lives. Results from this year s Airline IT Trends Survey,
Materna Integrated Passenger Services (Materna ips)
Materna Integrated Passenger Services (Materna ips) Materna ips accompanies airline passengers throughout their whole journey: from web check-in at home, through all the handling points at their departure
The New Airline CEM Strategy: Building Aspirational Journeys for Each Customer
WIPRO CONSULTING SERVICES The New Airline CEM Strategy: Building Aspirational Journeys for Each Customer www.wipro.com/consulting The New Airline CEM Strategy: Building Aspirational Journeys for Each Customer
Saudi Arabian Airlines Customer Service Plan
Saudi Arabian Airlines Customer Service Plan This Plan is adopted for all scheduled and public charter flights operated by Saudi Arabian Airlines. Our goal is to make every flight a safe and pleasant experience
Airline Marketing: An Overview
Airline Marketing: An Overview Air Transport Management Seminar Universidade Lusofona Lisbon 7th - 11th January 2008 Dr Keith Mason Director Business Travel Research Centre www.businesstravelresearch.com
Business Class. Travel to suit your taste
Business Class Travel to suit your taste Contents Welcome to Emirates 4 5 Emirates Business Class 6 7 Preparing to travel 8 9 Arrive in style 10 11 Your comfort zone 12 13 Your office in the sky 14 15
This SAS Plan is adopted for all scheduled flights operated by SAS to and from the US.
SAS Customer Service Plan - 02-02 2012 Scandinavian Airlines System (SAS) s Customer Service Plan describes SAS s customer service commitments consistent with US Department of Transportation regulations.
INTRODUCING DELTA EDGE
INTRODUCING DELTA EDGE Our relationship with you is a partnership one that extends far beyond your contract. As a corporate travel manager, you and your travelers need and expect specialized services,
CONNECTING PROGRAM FOR EUROPE QUESTIONS AND ANSWERS
CONNECTING PROGRAM FOR EUROPE QUESTIONS AND ANSWERS INTRODUCTION 1. How does this winter s connecting program work? The main objective of Transat s connecting program is to offer more European destinations
The future of airline management software is in the cloud.
The future of airline management software is in the cloud. Simple. Powerful. Flexible. Zapways hosted airline reservation and management software provides a comprehensive, low-cost solution for all aspects
Modern marketing trends - Ancillary Revenue
Modern marketing trends - Ancillary Revenue Ancillary revenue Ryanair ancillary services 22.1% in 2011 (breakdown) 11.10 per booked passenger Non-flight scheduled revenues including airport check-in, excess
AIR PASSENGER RIGHTS EU COMPLAINT FORM
AIR PASSENGER RIGHTS EU COMPLAINT FORM THIS FORM CAN BE USED TO LODGE A COMPLAINT WITH AN AIRLINE AND/OR A NATIONAL ENFORCEMENT BODY. Passenger rights in case of denied boarding, downgrading, cancellation
Oracle Airline Data Model
Oracle Airline Data Model Business Overview Presentation 1 The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated
Contextual Service Design Harnessing Digital Disruption
Contextual Service Design Harnessing Digital Disruption solstice at-a-glance Our mission is to transform the way the world does business through the use of contextual technologies Delivering value to our
On-the-Go Customer Experience Management: Insights and Opportunities for Travel Operators
On-the-Go Customer Experience Management: Insights and Opportunities for Travel Operators Executive Summary Customer expectations are changing in every industry and the travel sector is not immune to these
New customer services: Air France mobile innovations
New customer services: Air France mobile innovations The digital age has completely altered the relationship between customers and companies. Nowadays this relationship is in constant flux. Consequently
HRG Loyalty Rewarding you for your loyalty
HRG Loyalty Rewarding you for your loyalty We have a proven track record in delivering tangible benefits How do you reward your customers for their loyalty? Owners of loyalty programmes worldwide continue
Rail-Fly Q&As Last updated 17 Jan 2014
Rail-Fly Q&As Last updated 17 Jan 2014 Q. What does rail-fly mean? A. Rail-fly refers to the ability to book an itinerary incorporating a First Great Western rail ticket + a Heathrow Express rail ticket
Experience Psychology
Experience Psychology Steven Walden, Senior Head of Research and Consulting Beyond Philosophy Customer Experience is all we do! Thought leadership is our differentiator Fourth book Now Available Offices
Groups Booking Guide. iberia-groups.com
Groups Booking Guide Frequently Asked Questions How do I make a Group booking? You need to register your details with the Groups Travel Hub. We will then issue you with a Groups Travel Agreement. Once
Common Use Systems and PCI Compliance
Common Use Systems and PCI Compliance Janice Southerland, CISSP, CISA SITA Compliance Program Manager ACI-NA - October 11, 2009 - Austin Discussion Points PCI Compliance & Air Transport Industry (ATI)
Lufthansa Passenger Airlines Lufthansa Investor Day 2011
Lufthansa Passenger Airlines Lufthansa Investor Day 2011 Kay Kratky Member of the Lufthansa German Airlines Board Frankfurt & Flight Operations Thomas Klühr Member of the Lufthansa German Airlines Board
AFRAA AIRLINE PASSENGER SERVICE COMMITMENT
AFRAA AIRLINE PASSENGER SERVICE COMMITMENT PREAMBLE African Airlines members of African Airlines Association (AFRAA) have developed the Airline Passenger Service Commitment following consultation with
STAYING ON TOP IN AN INDUSTRY ON THE MOVE NCR Travel Services has what it takes to help you deliever what your customers are asking for
STAYING ON TOP IN AN INDUSTRY ON THE MOVE NCR Travel Services has what it takes to help you deliever what your customers are asking for An NCR Travel Brochure Happy customers? It s all about being ready.
www.niit-tech.com Avadhesh Kr. Sharma NIIT Technologies White Paper
www.niit-tech.com Positive Customer Experience Management BUILDING THE BUSINESS ADVOCATES Avadhesh Kr. Sharma NIIT Technologies White Paper CONTENTS What is Customer Experience Management? 3 Airline passenger
Our strategy and objectives
British Airways 2009/10 Annual Report and Accounts 27 Our strategy and objectives our business FOCUSED ON OUTSTANDING CUSTOMER SERVICE Meeting the rising expectations of our customers remains central to
Designing your customer experience
A few tips on Designing your customer experience lay the stage for each guest s own We piece of interactive theatre. It s about creating an environment and atmosphere that is quite special and then acting
The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions
The Connected RetAil Experience Empowering Employees, Reinventing Customer Interactions Retail will change more over the next five years than the last 50 years. Source: Operating Seamlessly: Integrating
Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver
Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,
Customer Service Plan. (Issued in Compliance with 14 CFR Part 259)
Customer Service Plan (Issued in Compliance with 14 CFR Part 259) Fiji Airways, in compliance with 14 CFR Part 259, has adopted this customer service plan to monitor the effects of irregular flight operations
Spa Success Tips to Enhance Every Aspect of Your Customer Experience
50 Spa Success Tips to Enhance Every Aspect of Your Customer Experience Reward your customers with loyalty points based on actions like purchases of products or services. Track customers activities and
Michael Beckmann Philipp Goedeking Holger Sindemann. Study. CRM for airlines. Three ingredients in a recipe for success
Michael Beckmann Philipp Goedeking Holger Sindemann Study CRM for airlines Three ingredients in a recipe for success 2 Study Contents CRM for airlines: Three ingredients in a recipe for success 3 1. Customers:
Copyright 2015 Accenture All rights reserved. 2
Copyright 2015 Accenture All rights reserved. 2 Cable operators have consistently generated strong returns for 1shareholders But new pressures: Competition, Consolidation 2& Convergence Plus: Customers
Electronic Ticketing Enhancing the Customer Experience at UP Express
Electronic Ticketing Enhancing the Customer Experience at UP Express November 17, 2014 Union Pearson Express Project Briefing upexpress.com Agenda Overview of UP Express ETS Business Goals and Objectives
A global research paper from Travelport and ACTE
Inspiring Insight The real impact of mobile on the corporate travel program A global research paper from Travelport and ACTE The real impact of mobile on the corporate travel program Executive introduction
Navigating Uncertainty: Keys to Success in a Changing Environment
Navigating Uncertainty: Keys to Success in a Changing Environment CAIB 37 Annual Conference Presentation November 2010 A new reality for banking: managing uncertainty Banks are facing a new environment
Private Jet Charter. 23 Years in Private Aviation
Private Jet Charter 23 Years in Private Aviation Private Jet Charter One of the largest independent Aviation Consultants in the world, with multi-lingual staff Solid dependable company, in business for
Checking in at an airport check-in machine. Checking in at an airport check-in machine
Would you like to check in for your flight at the airport? Then why not use the Lufthansa check-in machines? You will be able to obtain boarding passes for yourself and any travelling companions quickly
Addition of New Premium Cards to the Suite of ANA and Diners Club Co-branded Cards
Press release February 13, 2012 Citi Cards Japan, Inc. All Nippon Airways Co., Ltd. Addition of New Premium Cards to the Suite of ANA and Diners Club Co-branded Cards Citi Cards Japan, Inc. (Headquarter:
Cross-Sell Ancillary Services Add to the flight, a car, insurance and a night
Cross-Sell Ancillary Services Add to the flight, a car, insurance and a night Amadeus Cross-Sell Ancillary Services is quite simply about making the planning and booking of a journey easier for your customers.
Chapter. Enterprise Business Systems
Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value
Optimum Aviation Solutions
Optimum Aviation Solutions Company profile Company overview ACC Aviation ACC Aviation is one of Europe s most respected Aviation Groups supporting airlines and clients around the world in all aspects of
Achieving Excellence in Customer interaction through Customer Relationship Management and Business Intelligence
IATA Commercial Strategy Symposium Achieving Excellence in Customer interaction through Customer Relationship Management and Business Intelligence Sushil Baguant CIO Ethiopian Airlines and Managing Director
Managing the Guest Experience High Tech or High Touch?
Managing the Guest Experience High Tech or High Touch? Carlo Fontana, CEO carlo.fontana@hoxell.com CRM is a customer centric business philosophy dedicated to winning and keeping customers by creating and
EMV Transit White Paper The Ticket to Global Mobility
EMV Transit White Paper The Ticket to Global Mobility Date: 07.11.2011 Author: Giesecke & Devrient Contactless cards enable easy ticket purchases in public transit systems worldwide The year is 2014 and
Airline ancillary revenue projected to be $59.2 billion worldwide in 2015
Airline ancillary revenue projected to be $59.2 billion worldwide in 2015 The CarTrawler worldwide estimate of ancillary revenue forecasts 18.8% increase above 2014, with $36.7 billion of the total composed
Master System Integration MANAGING AIRPORT CONSTRUCTION RISK POSITIONING PAPER
Master System Integration MANAGING AIRPORT CONSTRUCTION RISK POSITIONING PAPER POSITIONING PAPER MASTER SYSTEM INTEGRATION: MANAGING AIRPORT CONSTRUCTION RISK SITA 2014 CONTENTS Executive summary 4 New
IBS' Loyalty and CRM Offerings. Building profitable customer relationships through innovative loyalty & marketing solutions
IBS' Loyalty and CRM Offerings Building profitable customer relationships through innovative loyalty & marketing solutions Loyalty System Mobile Engagement Solution Campaign System Partner Integration
An infinite world of privileges
An infinite world of privileges Personalised concierge services, offers and privileges reserved for members plus a comprehensive range of insurance and assistance, flexible cash withdrawal and payment
Customer Experience Management
A Research Study Prepared by Travel Tech Consulting, Inc. March 2014 www.traveltechnology.com EXECUTIVE SUMMARY... 3 INTRODUCTION... 3 THE CEM VISION... 3 THE STATE OF CEM... 6 EXECUTING A CEM VISION...
Why your hotel must go mobile
Why your hotel must go mobile www.guestu.com Table of Contents Introduction.3 pag Engage your clients.4 pag Why go mobile?.5 pag Mobile engagement with clients.8 pag Managing a mobile app.10 pag GuestU
Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center
Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually
Orbit Online Booking Tool User Guide 2015
Orbit Online Booking Tool User Guide 2015 1 Login at: www.orbit.co.nz Click on LOGIN at the top right of the www.orbit.co.nz site to display username & password fields. Enter your username and password,
Leapfrog customer experience management with omni-channel communications
Leapfrog customer experience management with omni-channel communications Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach
Mobile 360: Developing Your Comprehensive Digital Strategy
Mobile 360: Developing Your Comprehensive Digital Strategy FK Funderburke, Director, Digital Merchandising & Strategy Vivek Agrawal, Director, Mobile & Digital Display Group Russell Young, Director, Strategic
The Dynamic Flex offer for businesses. Business travellers fly with Germanwings.
The Dynamic Flex offer for businesses Business travellers fly with Germanwings. Germanwings more destinations, more comfort and more choice than ever before. Benefits for business customers Our offers
Shell CRM 2020. October 2014
Shell CRM 2020 October 2014 MOST CONFIDENTIAL 2 2 THE SITE OF THE FUTURE RETAIL VISION Experience Role in Retail Strategy BEST FUELS RETAILER IN THE WORLD Accelerate Future Heartlands Defend and Grow the
Recording perceptions on air traveling, airline companies and their services
Recording perceptions on air traveling, airline companies and their services Among Greek travelers and VIP passengers Prepared by What we did We spent 126 hours discussing with air travelers and VIP passengers
Presents at the. J.P. Morgan Aviation, Transportation and Industrials Conference. New York. Best Airline in North America.
Presents at the J.P. Morgan Aviation, Transportation and Industrials Conference New York March 10, 2014 Best Airline in North America Caution Regarding Forward-looking Information Air Canada s public communications
Alternative Payment and Distribution Landscape: Airline Distribution Channels
Alternative Payment and Distribution Landscape: Airline Distribution Channels Contents Introduction 04 At a glance 05 Setting the scene 06 Mobile payments 08 The challenges of mobile 10 The social media
NIIT Technologies White Paper
www.niit-tech.com In-flight Customer Experience NIIT Technologies White Paper CONTENTS Introduction 3 Need of the Hour: Technology in In-flight Catering 3 Conclusion 4 TOUR LOGISTICS JOURNEY LOGISTICS
Avangate Subscription Billing
Launch Products. Retain and Service Your Customers. Generate Recurring Revenues Across Any Channel. Accelerate Customer Insight. Software as a Service (SaaS) is quickly becoming the preferred mode of delivery
Welcome to LifeMiles Gold Elite. LifeMiles is a trademark of LifeMiles Corp. LifeMiles terms and conditions apply. Consult them at LifeMiles.
Welcome to LifeMiles Elite LifeMiles is a trademark of LifeMiles Corp. LifeMiles terms and conditions apply. Consult them at LifeMiles.com LifeMiles and Star Alliance We welcome you to LifeMiles Elite
The Rise of Omni-commerce and its reflections on Supply Chain Management
The Rise of Omni-commerce and its reflections on Supply Chain Management Erhan Musaoğlu Çağdaş Yıldız Büşra Kurt The Rise of Omni-commerce and its reflections on Supply Chain Management As of today it
Identifying Early Adopters for Emerging Digital Travel Services
Phocuswright White Paper Identifying Early Adopters for Emerging Digital Travel Services Written and Researched by Julien Beresford and Norm Rose Phocuswright thanks Cognizant for Identifying Early Adopters
Amadeus Cars Technology Solutions. Cars. Love cars. & love Amadeus
Amadeus Cars Technology Solutions Cars Love cars & love Amadeus Love cars, love Amadeus & seize new opportunities We re passionate about cars and we re passionate about you. Working together, we can build
AIRLINE PASSENGER SERVICE COMMITMENT 28 March 2001
AIRLINE PASSENGER SERVICE COMMITMENT 28 March 2001 PREAMBLE Airlines in Europe have developed the Airline Passenger Service Commitment following consultation with representatives of Air Travellers, European
Driving Airline Revenues and Profitability by Delivering Great Customer Experiences
A Point of View Driving Airline Revenues and Profitability by Delivering Great Customer Experiences Two New Studies Point to the Direction Airlines are Taking with Their Customer Experience (CX) Initiatives.
Airline Schedule Development
Airline Schedule Development 16.75J/1.234J Airline Management Dr. Peter Belobaba February 22, 2006 Airline Schedule Development 1. Schedule Development Process Airline supply terminology Sequential approach
SMART MARKETING GROWS LOYALTY AND REVENUES
SMART MARKETING GROWS LOYALTY AND REVENUES NCR Airline Digital Marketing helps you boost revenues and build customer loyalty An NCR Travel Brochure First look: what our customers say Initial feedback from
HEATHROW VIP FREQUENTLY ASKED QUESTIONS
HEATHROW VIP FREQUENTLY ASKED QUESTIONS Who can use the service? Heathrow VIP is available to book for those travelling on First or Business class flight tickets, with all airlines flying to/from Heathrow
Big Data. threat or opportunity? Philip Louis philip@vine-cube.com CEO Vine Cube UK Singapore India
Big Data threat or opportunity? Philip Louis philip@vine-cube.com CEO Vine Cube UK Singapore India Depends on your vision and courage and it is coming your way! opportunity response It is not just BIG
How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0
How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this
Driving Airline Revenues and Profitability by Delivering Great Customer Experiences
A Point of View Driving Airline Revenues and Profitability by Delivering Great Customer Experiences Two New Studies Point to the Direction Airlines are Taking with Their Customer Experience (CX) Initiatives.
Insights on Mobile First, Omni-Channel, Personalization and Digital strategy
1. How do you go about creating and adopting a mobile first strategy? Insights on Mobile First, Omni-Channel, Personalization and Digital strategy For many what I've described may be called an omni-channel
Trends in Travel Technology. Winnie Cheung School of Hospitality & Tourism Management University of Guelph ABSTRACT
Trends in Travel Technology Winnie Cheung School of Hospitality & Tourism Management University of Guelph ABSTRACT The use of Internet has been increasing exponentially as consumers become more tech- savvy
CRM The Critical Cog in Today s Business Strategy
CRM The Critical Cog in Today s Business Strategy An Eagle Creek Software Services White Paper, 2012 While CRM has become a well known, overused acronym, it still remains a truly under leveraged concept.
How To Improve Your Airport Experience
Building Connected Airports that Enhance Customer Experience, Improve Operations and Drive Revenue Travelers Expectations Shift, Forcing Airports to Reevaluate How They Collect and Share Day-of-Travel
Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications
Pipeline Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Key Strategies For Increasing Revenue Through Personalization By John Konczal and Michael
EXPLOITING CRM CONNECTING WITH CUSTOMERS
EXPLOITING CRM CONNECTING WITH CUSTOMERS A Review RIZWANUL BARI SYNOPSIS: Increasingly demanding customers and intense competition require that strategies associated with customers become an integral and
www.margento.com mobile transaction solutions
www.margento.com mobile transaction solutions PHASE 1 Successful cities must balance social, economic and environmental needs. They must transform from passive services administrators to proactive managers
The Modern Traveler: A Look at Customer Engagement in the Travel Industry
The Modern Traveler: A Look at Customer Engagement in the Travel Industry Executive Summary This report is the latest in our series of SDL original research that looks at how a new empowered consumer is
ARMA HOUSTON TRAVEL EXPENSE GUIDELINES
ARMA HOUSTON TRAVEL EXPENSE GUIDELINES Claiming reimbursement of expenses 1. Expense reimbursement forms for all expenses are required to be submitted within 45 days of the date the expense was incurred.
Driving shopper engagement through digital technology
Driving shopper engagement through digital technology Third annual study of the impact of digital technology on the retail landscape. June 2015 The habits of many retail shoppers are changing. Some key
Mobility Service Providers Will Offer Door-to-Door Travel Solutions on a One-Stop-Shop Basis
Transportation the way we see it Mobility Service Providers Will Offer Door-to-Door Travel Solutions on a One-Stop-Shop Basis Companies will deliver customer-centric transportation services by leveraging
Amadeus Master Pricer
Amadeus Master Pricer Leading fare search technology amadeus.com 2 Leading fare search technology is the name behind 7 out of the 10 leading worldwide online players Amadeus brings you powered by new generation
Improving customer relationships
White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.
Guide to online booking and having tickets issued
Guide to online booking and having tickets issued Search. As shown on Figure 1 the www.aeroflot.ru hyperlink points to the main page of the website from where you can navigate to the section of the site
Airline. Set Your Business Free. Customer Sales & Service. with our solutions portfolio
Airline Set Your Business Free with our solutions portfolio Customer Sales & Service Compelling Reasons To Choose Sabre Airline Solutions As Your Business Partner Complete Solutions Partner A trusting
Where will life s pleasures take you? www.airfrance.com www.klm.com
www.airfrance.com www.klm.com Flying Blue Service Center, 94852 IvrysurSeine Cedex, France. Société Air France, a public limited company with a capital of EUR 1,901,231,625, whose head office is at RoissyCharles
Building lasting guest relationships June 2010. Hotel Indigo Scottsdale, USA
1 Building lasting guest relationships June 2010 Hotel Indigo Scottsdale, USA 2 IHG s growth strategy to create sustainable value Making best use of our scale to build and grow preferred hotel brands for
Key Consumer Insights for Effective Hotel Marketing Strategy
Key Consumer Insights for Effective Hotel Marketing Strategy Effective Hotel Marketing Strategy / 2 Introduction RezNext recently conducted a survey among leading hoteliers in India on their digital marketing
Smart Self-Service Casual Family Restaurant White Paper
Smart Self-Service Casual Family Restaurant White Paper Contact: NextChoice 130 Central Avenue Dover, NH 03821 603-812-0330 sales@nextchoice.com www.nextchoice.com Copyright NextChoice, 2011. All rights