Airline digital channels: Starting the conversation
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Airline digital channels: Starting the conversation

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What are the customer touchpoints for an airline in the future? How will customers use web 2.0 and different channels to interact with the airline, before, during and after flying? This presentation ...

What are the customer touchpoints for an airline in the future? How will customers use web 2.0 and different channels to interact with the airline, before, during and after flying? This presentation may not give all the answers, but is designed to get you thinking. Thinking in terms of customer journeys rather than cold features and functionality. http://www.dancingmango.com/blog/2009/01/13/what-is-the-storywhat-is-the-story/ for me details

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Airline digital channels: Starting the conversation Presentation Transcript

  • 1. Airline digital channels Starting the conversation Marc McNeill www.dancingmango.com
  • 2. Four stories Group leisure traveler Business traveler Individual leisure traveler Bargain Hunter
  • 3. Plan & book http://www.flickr.com/photos/clappstar/131011191/
  • 4. Dan Group leisure traveler
  • 5. Dan’ from London. He wants to see the Rugby 7s in Hong Kong with his mates http://www.flickr.com/photos/djs1021/191259579/
  • 6. He checks out the new Airline Website http://www.flickr.com/photos/johnwardell/125588728/ www.designcomics.org/
  • 7. The process is not enter data www.designcomics.org/
  • 8. Wait
  • 9. Not what I want
  • 10. Oh dear…
  • 11. Instead it is intelligent searching
  • 12. Creates itinerary and shares with friends
  • 13. Collaborative booking http://www.flickr.com/photos/djs1021/43672433/in/set-72157608136968732/
  • 14. Kim Business traveler
  • 15. Kim’s PA, Kayleigh takes a call from her to book flights to Singapore http://www.flickr.com/photos/impala74/2541455399/
  • 16. Kim is notified on her Blackberry that the booking has been made http://www.flickr.com/photos/edyson/21265490/
  • 17. Chan Leisure traveler
  • 18. Chan is looking to go somewhere exotic http://www.flickr.com/photos/travellingtamas/2557594299/
  • 19. Interactive tool to help him find http://www.flickr.com/photos/travellingtamas/2557594299/
  • 20. Michelle Budget traveler
  • 21. Michelle wants a cheap deal for a weekend getaway http://www.flickr.com/photos/beglen/152030382/
  • 22. Alert of great deal sent to Michelle’s desktop
  • 23. To the airport http://www.flickr.com/photos/stephangeyer/3020487807/
  • 24. Notification of flight delays on mobile http://www.flickr.com/photos/edyson/21265490/
  • 25. And on the web
  • 26. And in the executive lounge http://www.flickr.com/photos/superciliousness/393598076/
  • 27. {shared services multiple applications} Web site Community content Shared accounts Services Systems Telephony SMS Mobile browser Agent web site Kiosk
  • 28. At the airport http://www.flickr.com/photos/s_chang/2707780011/
  • 29. Boarding pass http://www.flickr.com/photos/kevron/2319852737/
  • 30. Boarding pass
  • 31. {shared services multiple applications} Web site Community content Shared accounts Services Systems Telephony SMS Mobile browser Agent web site Kiosk
  • 32. Which gate?
  • 33. In-flight shopping and pre-purchase before boarding http://www.flickr.com/photos/ari/766758756/
  • 34. In-flight Consistent web experience – the airline knows my seat, knows me http://www.flickr.com/photos/e8club/285674658/
  • 35. My partner can see where I am at home on her TV http://www.flickr.com/photos/lexrex/59956502/
  • 36. {shared services multiple applications} Web site Community content Shared accounts Service Systems Telephony SMS Mobile browser Agent web site Kiosk
  • 37. Arrival http://www.flickr.com/photos/dougww/577957052/
  • 38. Consistent experience on the phone http://www.flickr.com/photos/petroleumjelliffe/694990145/
  • 39. Loyalty + community
  • 40. Customer conversation
  • 41. Creating experience based differentiation through digital channels http://www.flickr.com/photos/premshree/58158388/
  • 42.
    • http://www.tripit.com
    • http://www.dopplr.com/
    • http://media.b-reel.com/fb/ving_rmh/index_en.html
    • http://www.kayak.com
    • http://farecast.live.com
    • http://insidetrip.com/
    • http://www.boo.com/
    • http://www.nileguide.com/
    • http://www.tripbase.com/
    • http://www.vibeagent.com/
    • http://www.southwest.com/ding/
    • http://www.flightstats.com
    • http://www.seatguru.com/
    • http://www.yapta.com/
    • http://www.dohop.com/
    • http://www.flyertalk.com/
    • http://www.fbgolfclub.com/
    • http://www.ideastorm.com/
    Learn more marc mcneill www.dancingmango.com