The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
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1. AirWays Global Pricing Objectives and Pricing Strategy Promote a positive company portrayal to current and prospective clients, investors and employees. The understanding of the competition The likely attitude of the Frequent Flyer Program members at the time of the events Using the South University Online Library resources, complement your understanding of the competitive environment. In addition, propose a pricing strategy that AirWays should follow in the presentation. Explain why AirWays should follow your pricing strategy. Justify your pricing strategy using appropriate examples and reasoning. The presentation should have a minimum of ten slides. The information on each slide should be described in the Notes section of the presentation. On a separate page, cite any sources using the APA format. Save your presentation as SU_MBA6011_W6_A2_LastName_FirstInitial.ppt.
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3. Satisfy and keep the current clients that the company already has.
4. Win back past clients which may have gone to other companies.
5. Keep the costs of marketing and client service low and make sure that they are cost productive.“To the ensure optimal customer satisfaction by providing friendly and relevant flying products, prices and service, in a smart and safe environment for all passengers in the airlines industry, and regain lost customers trust in a competent manner through training, evaluation, and attitudinal awareness, within the two years”
6. Pricing Strategies A Customer Service Satisfaction Survey should be incorporated to ensure best results
7. Customer Service Representative (CSR) Receives call Receives Email CSR warmly greets customer, asks for the customer’s name, as well as how they may help the customer CSR listens to customer CSR determines best flight options and informs customer CSR suggests flight schedule, price, comfort level & requests feedback from customer CSR completes transaction CSR receives cash, check, credit card or other payment CSR gives customer receipt and flight confirmation details including all safety, security, baggage details & information CSR asks if they can help further CSR warmly thanks customer and wishes them a good day While the customer checks in for the flight, then goes through the terminal at the airport as well as the gates and security checks, the airlines’ CSR’s should always be friendly, knowledgeable and efficient as well. This will help to ensure that when the customer reflects back upon its interaction with the airline, that they would have positive thoughts regarding the choice they made Post purchase behavior follow up is something that should take place as the passengers leave the plane, as well as through email, phone calls, direct mailing and other campaigns, surveys and questionnaires. It may also be wise to have customer satisfaction survey available on the flights as well because the passenger usually has a lot of extra time and could probably be more likely to fill out the survey then rather than when they are busy after their flight
8. Assignment 2: Final Project You will propose a pricing objective and a pricing strategy for AirWays Global based on the information gathered from the following: The case study The understanding of the competition The likely attitude of the Frequent Flyer Program members at the time of the events Using the South University Online Library resources, complement your understanding of the competitive environment. Create a Microsoft PowerPoint presentation that consists of a compilation of the Final Project works completed in the first five weeks. In addition, propose a pricing strategy that AirWays should follow in the presentation. Explain why AirWays should follow your pricing strategy. Justify your pricing strategy using appropriate examples and reasoning. The presentation should have a minimum of ten slides. The information on each slide should be described in the Notes section of the presentation. On a separate page, cite any sources using the APA format. Save your presentation as SU_MBA6011_W6_A2_LastName_FirstInitial.ppt.
9. Meet the new Director of Airways’ Customer Service Support Team: (insert mirrors on faces) You are our new Director… Our customer support service team plans with the mindset that it is our customers that control Airways' direction!”
10. Assignment 2: Final Project You will propose a pricing objective and a pricing strategy for AirWays Global based on the information gathered from the following: The case study The understanding of the competition The likely attitude of the Frequent Flyer Program members at the time of the events Using the South University Online Library resources, complement your understanding of the competitive environment. Create a Microsoft PowerPoint presentation that consists of a compilation of the Final Project works completed in the first five weeks. In addition, propose a pricing strategy that AirWays should follow in the presentation. Explain why AirWays should follow your pricing strategy. Justify your pricing strategy using appropriate examples and reasoning. The presentation should have a minimum of ten slides. The information on each slide should be described in the Notes section of the presentation. On a separate page, cite any sources using the APA format. Save your presentation as SU_MBA6011_W6_A2_LastName_FirstInitial.ppt.
11. Assignment 2: Final Project You will propose a pricing objective and a pricing strategy for AirWays Global based on the information gathered from the following: The case study The understanding of the competition The likely attitude of the Frequent Flyer Program members at the time of the events Using the South University Online Library resources, complement your understanding of the competitive environment. Create a Microsoft PowerPoint presentation that consists of a compilation of the Final Project works completed in the first five weeks. In addition, propose a pricing strategy that AirWays should follow in the presentation. Explain why AirWays should follow your pricing strategy. Justify your pricing strategy using appropriate examples and reasoning. The presentation should have a minimum of ten slides. The information on each slide should be described in the Notes section of the presentation. On a separate page, cite any sources using the APA format. Save your presentation as SU_MBA6011_W6_A2_LastName_FirstInitial.ppt.
12. Pricing Objective and Strategy for AirWays Global based on the information gathered from the following: The case study The understanding of the competition The likely attitude of the Frequent Flyer Program members at the time of the events Using the South University Online Library resources, complement your understanding of the competitive environment. Create a Microsoft PowerPoint presentation that consists of a compilation of the Final Project works completed in the first five weeks. In addition, propose a pricing strategy that AirWays should follow in the presentation. Explain why AirWays should follow your pricing strategy. Justify your pricing strategy using appropriate examples and reasoning.
13. Assignment 2 Grading Criteria Maximum Points Created a Microsoft PowerPoint presentation by compiling Final Project works completed in the first five weeks.20 Proposed a pricing strategy that AirWays should follow.10 Explained why AirWays should follow your pricing strategy. Justified your pricing strategy using appropriate examples and reasoning. 10 Correctly described the information on each slide using the Notes section. 10 Presented a structured document free of spelling and grammatical errors. 5 Cited sources correctly using the APA format. 5 Total: 60
14. You will propose a pricing objective and a pricing strategy for AirWays Global based on the information gathered from the following: The case study The understanding of the competition The likely attitude of the Frequent Flyer Program members at the time of the events Using the South University Online Library resources, complement your understanding of the competitive environment. In addition, propose a pricing strategy that AirWays should follow in the presentation. Explain why AirWays should follow your pricing strategy. Justify your pricing strategy using appropriate examples and reasoning. The information on each slide should be described in the Notes section of the presentation.
15. On a separate page, cite any sources using the APA format.
16. Assignment 2: Final Project You will propose a pricing objective and a pricing strategy for AirWays Global based on the information gathered from the following: The case study The understanding of the competition The likely attitude of the Frequent Flyer Program members at the time of the events Using the South University Online Library resources, complement your understanding of the competitive environment. Create a Microsoft PowerPoint presentation that consists of a compilation of the Final Project works completed in the first five weeks. In addition, propose a pricing strategy that AirWays should follow in the presentation. Explain why AirWays should follow your pricing strategy. Justify your pricing strategy using appropriate examples and reasoning. The presentation should have a minimum of ten slides. The information on each slide should be described in the Notes section of the presentation. On a separate page, cite any sources using the APA format. Save your presentation as SU_MBA6011_W6_A2_LastName_FirstInitial.ppt.
17. Airways’ Most Valued Guest Be sure to fill this out and make the most of every opportunity to receive perks and privileges from Airways’ Global. We not only value you, but we reward you for trusting us with your traveling plans.
18. SpecialReferences: Perreault, W.D., Cannon, J. P., and McCarthy, E. J.; 2010. Essentials of Marketing: A Marketing Strategy Planning Approach, 12th Edition. New York, NY. McGraw-Hill Learning Solutions. Perreault, W.D., Cannon, J. P., and McCarthy, E. J.;. Marketing Plan Coach, 17th edition, Retrieved from: http://www.mhhe.com/business/marketing/Perreault17e/marketing_coach/LA/DetailedOutline.html South University Online Lecture, Strategic Marketing Class, week 3; Retrieved from: http://myeclassonline.com/ South University Online, Instructor Cliff Butler Student, Scott Brown
When considering the objectives and reasons for setting prices, the following objectives cannot be excluded:Locate prospective clients and make them new clients. Satisfy and keep the current clients that the company already has. Win back past clients which may have gone to other companies. Keep the costs of marketing and client service low and make sure that they are cost productive. Promote a positive company portrayal to current and prospective clients, investors and employees.In order to meet those objectives, a SWOTT Analysis should be done in order to determine the best courses of action to pursue:SWOTT Analysis:StrengthsWeaknessesOpportunitiesThreatsTrendsA new marketing information system (MIS) should also be used to do this. The Mission statement of AirWays Global is included in the objectives!
Customer Service Satisfaction Survey1. What is your overall level of satisfaction with AirWays on a scale of 1 to 10, with 10 being you are completely satisfied with your experience with AirWays?2. How likely or unlikely are you to fly with AirWays in the future on a scale of 1 to 10 again and 10 meaning you will most definitely fly with AirWays in the future?3. How likely or unlikely would you be to recommend AirWays to a friend or colleague (definitely will not, not likely, neutral, likely or very likely)?4. Would you say that when flying with AirWays your flights were always on time, most often on time, or most often delayed? 5. Are you satisfied with the method of delivery of ticketing? 6. Are you pleased with our service, friendliness and attitude when serving you? 7. AirWays values you as an individual and hopes to be able to serve you always in the future for all of your flying needs. Do you see this value portrayed by our company? 8. Do you believe the price of flying with AirWays is better, about the same, or more expensive that our competitors?9. Does Airways fly to most of your preferred destinations or do you think we should fly to other airports you desire that we don’t at this time? Please inform us which route you’d like to see added if applicable.10. Are there any suggestions, comments, or concerns you’d like to share with us that are not mentioned above? Please feel free to share those with us here.
Blueprint (diagram) detailing service delivery process– Customer contacts before, during, and after the purchase.
based on the information gathered from the following:The case studyThe understanding of the competitionThe likely attitude of the Frequent Flyer Program members at the time of the eventsUsing the South University Online Library resources, complement your understanding of the competitive environment. Create a Microsoft PowerPoint presentation that consists of a compilation of the Final Project works completed in the first five weeks.In addition, propose a pricing strategy that AirWays should follow in the presentation. Explain why AirWays should follow your pricing strategy. Justify your pricing strategy using appropriate examples and reasoning.The presentation should have a minimum of ten slides. The information on each slide should be described in the Notes section of the presentation.On a separate page, cite any sources using the APA format.Save your presentation as SU_MBA6011_W6_A2_LastName_FirstInitial.ppt.
The information on each slide should be described in the Notes section of the presentation.
Interactive customer frequent flyer programs should be a vital part of the Airways’ Integrated Marketing Campaign and the Customer Relationship Management process.
References: Perreault, W.D., Cannon, J. P., and McCarthy, E. J.; 2010. Essentials of Marketing: A Marketing Strategy Planning Approach, 12th Edition. New York, NY. McGraw-Hill Learning Solutions. Perreault, W.D., Cannon, J. P., and McCarthy, E. J.;. Marketing Plan Coach, 17th edition,Retrieved from: http://www.mhhe.com/business/marketing/Perreault17e/marketing_coach/LA/DetailedOutline.htmlUS passenger airlines 2004. (2004). United Kingdom, London: Snapshots International Ltd.Retrieved from http://search.proquest.com/docview/214322965?accountid=87314US passenger airlines 2002. (2002). United Kingdom, London: Snapshots International Ltd. Retrieved from http://search.proquest.com/docview/214326377?accountid=87314CRM Implementation - What you should know. Unknown. Retrieved from:http://www.crminfoline.com/crm-articles/implementing-crm.htmMission of Southwest Airlines, Retrieved from: http://www.southwest.com/html/about-southwest/index.htmlVirgin Atlantic Mission Statement, Retrieved from: http://www.virgin-atlantic.com/en/gb/allaboutus/missionstatement/index.jspAir Tran Mission Statement, Retrieved from: http://www.airtran.com/Jobs/mission_statement.aspxDelta Airlines (Customer Advisory Board on Disabilities) Mission Statement, Retrieved from:http://www.delta.com/planning_reservations/special_travel_needs/services_travelers_disabilities/customer_advisory_board/index.jspFor further research into the United States airlines companies and industry you can visit the following:Southwest Airlines: http://www.southwest.com/American Airlines: http://www.aa.com/United Airlines: http://www.united.com/Northwest Airlines: http://www.nwa.com/US Airways: http://www.usairways.com/Continental Airlines: http://www.continental.com/Alaska Airlines: http://www.alaskaair.com/AllBusiness.com; (2011); The Five Basic Methods of Market Research; Retrieved from: http://www.allbusiness.com/marketing/market-research/1287-1.htmlMaalouf, Lena; Mansou, Nashat; Mining Airline Data for CRM Strategies; Retrieved from:http://comm.arabcomputersociety.org/index.php?journal=ACS&page=article&op=viewFile&path%5B%5D=5&path%5B%5D=10Hague, Paul; and Hague, Nick; White Paper: Customer Satisfaction Surveys; B2B International;Retrieved from: http://www.b2binternational.com/publications/white-papers/customer-satisfaction-survey/South University Online Lecture, Strategic Marketing Class, week 3; Retrieved from: http://myeclassonline.com/re/DotNextLaunch.asp?courseid=5515526&userid=7219275&sessionid=4d6bf82a68&tabid=1ZIbBrPGb1COMS+0SZZ5KWBvm5qIn48TOOMiWaw9C7oz1vIAwPPqR9RVEfEaZvLz&sessionFirstAuthStore=true&macid=QiDfylPMtPTg4qBa3W6p8OUn10rPJpUt192sQ0nxdGgdczpxowsamPbwbX8lT4xgD7q3F6XjlDUL2TR9bRWnly04bfCTvEnqpZxmEwWb0JSTWPSaaFVAj/a24wHzzw4eiDtuuOTJU1ZegA7wcT4xhHRQiWI0rdSL5txp5QmXzgKbKwzDEsnR8A319mp6ShBjP0xQB/EAUwrjmWe2EZP32TqZiPf7d3NGyRU/mpfnHKU=South University Online Lecture, Strategic Marketing Class, week 4; Retrieved from: http://myeclassonline.com/re/DotNextLaunch.asp?courseid=5515526&userid=7219275&sessionid=b70fa7829a&tabid=HaGj09c+rKNgLRcOeyXYX8rDasBBTNi26BYkXyHTP5AuOzIGvly+rDTK4/RdvWqc&sessionFirstAuthStore=true&macid=INgmjRcA/MJVeXeCsFIZD+tz1lsrK28z8vPzWGOVPHH7SjfEkBZNxlkV2kN55Lp7aZuol8Qbc9aNgJQqohG7FJGaOtsS5oW1rYzk44yNu1Pj4sLrwTWfXEcwIr//aUf2ETJvOtI6kA8mWI72scKdiNFmWR+U5hyd6vn4jWee0MpbAikmzU/i8QPvCWQHFfmsRGfNEJgHA7bEjuwGVMLV4uWRWov3k44iJIzhELDm26s=
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