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Customer Experience Exchange Forum - Oguz Karakas @ Next in Corporate Travel 2011
 

Customer Experience Exchange Forum - Oguz Karakas @ Next in Corporate Travel 2011

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Panel Discussion with Oguz Karakas, Director Corporate Agreements and Marketing Turkish Airlines, with Experts and Corporate Customers at NICT 2011 conference in Istanbul.

Panel Discussion with Oguz Karakas, Director Corporate Agreements and Marketing Turkish Airlines, with Experts and Corporate Customers at NICT 2011 conference in Istanbul.

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    Customer Experience Exchange Forum - Oguz Karakas @ Next in Corporate Travel 2011 Customer Experience Exchange Forum - Oguz Karakas @ Next in Corporate Travel 2011 Presentation Transcript

    • AN AIRLINE PERSPECTIVE ON CORPORATE TRAVELOGUZ KARAKASDIRECTOR CORPORATE AGREEMENTS TURKISH AIRLINES
    • UNFILTERED – PART 1Tell us about your very specialview on the relationship betweenglobal business development andcorporate travel.
    • WHY GLOBAL BUSINESS DEVELOPMENT AND CORPORATE TRAVEL MANAGEMENT SHOULD BECOME BEST FRIENDSOGUZ KARAKASDIRECTOR CORPORATE AGREEMENTS TURKISH AIRLINES
    • IT’S ABOUT THE SUCCESS OF YOUR COMPANY + HAPPY PEOPLEWHY?
    • WHAT’S IN IT… FOR YOUR COMPANY? FOR YOUR TRAVELERS?AN AIRLINE HAS TO ANSWER TWO QUESTIONS
    • UNFILTERED – PART 2How do you make your team readyto think and work this way?
    • LISTEN!HOW WE TRY TO DELIVER A MAXIMUM VALUE TO CUSTOMERS #1
    • DON’T BE BRILLIANT AT YOUR OWN.HOW WE TRY TO DELIVER A MAXIMUM VALUE TO CUSTOMERS #2
    • MAKE BETTER PRODUCTS FIRST!HOW WE TRY TO DELIVER A MAXIMUM VALUE TO CUSTOMERS #3
    • AND… •  Never stop listening and learn from customers •  Eliminate pain points for buyers and users •  Be relevant and eliminate barriers •  Deliver real benefits, no fake shows •  and finally… BE HONEST.OUR MANIFESTO
    • UNFILTERED – PART 3What are the major pain pointsin corporate travelfor companies?
    • PENALTIES! 1. REBOOKING 2. REROUTING 3. NOT REACHING VOLUME TARGETSTOP 4 PAIN POINTS FOR COMPANIES
    • RELEVANCE! 4. GAP IN PROGRAM FIT VS. COMPANY NEEDSTOP 4 PAIN POINTS FOR COMPANIES
    • UNFILTERED – PART 4What are the major pain points incorporate travelfor travelers?
    • 1. CHECK-IN INCONVENIENCESTOP 3 PAIN POINTS FOR BUSINESS TRAVELERS
    • 2. PENALTIES FOR EXCESS LUGGAGETOP 3 PAIN POINTS FOR BUSINESS TRAVELERS
    • 3. CONNECTION TIME INCONVENIENCESTOP 3 PAIN POINTS FOR BUSINESS TRAVELERS
    • UNFILTERED – PART 5What are the key decision criteriato decide about a corporateagreement with an airline?
    • CONNECTION TIMES VALUE FOR MONEY SAFETY COMFORT QUALITY OF SERVICEKEY DECISION CRITERIAS FOR SELECTING AN AIRLINE
    • UNFILTERED – PART 6Did you achieve to create the“perfect” corporate productas of to date?
    • WE LEARNED A LOT. WE SOLVED ALL LISTED PAINS WITHIN OUR PRODUCT TURKISH CORPORATE CLUB. BUT WE STILL CAN DO MANY THINGS BETTER THAN TODAY.SUMMARY
    • MORE UNFILTEREDThe toughest questions comefrom you!