Next Generation Airlines

1,263 views

Published on

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,263
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
36
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Next Generation Airlines

  1. 1. THE BATTLE FORTHE FRONT CABINiHostess , EmpoweringDifferentiation …
  2. 2. PERSONALIZED SERVICE - catering to different choices2 Copyrights HCL. All Rights Reserved
  3. 3. Mr. Bob Langer - an avid and religious reader of “The Wall Street Journal” Mr. Bob Langer Investment Banker A Snickerdoodle with his tea always brings a smile on his face He prefers a Jack and Coke during his evening trips3 Copyrights HCL. All Rights Reserved All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.
  4. 4. Mr. Selamat religiously reads the International Herald Tribune every evening K. Selamat Senior VP@ A global IT major He has got a special liking for Chinese cuisine, especially a traditionally prepared Peking Roast Duck He pairs it always with a Riesling4 Copyrights HCL. All Rights Reserved All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.
  5. 5. Ms. Ayesha Parveen loves to utilize her flight time to read the latest issue of Vanity Fair Ayesha Parveen Entrepreneur Fresh fruit salads are her preferred flight menu A Bourbon Slush always makes her day5 Copyrights HCL. All Rights Reserved All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.
  6. 6. 20% of your customers generate 80% 80% of your revenues How do you cater to the disparate choices of this 20%?6 Copyrights HCL. All Rights Reserved
  7. 7. Your customers forget: 2/3 of what they read7 Copyrights HCL. All Rights Reserved
  8. 8. Your customers forget: 1/2 of what they hear8 Copyrights HCL. All Rights Reserved
  9. 9. But not a bit of a "A PERSONALIZED EXPERIENCE"9 Copyrights HCL. All Rights Reserved
  10. 10. What if you knew that your customer :10 Copyrights HCL. All Rights Reserved
  11. 11. Loves Santos Coffee11 Copyrights HCL. All Rights Reserved
  12. 12. Religiously reads The Straits Times12 Copyrights HCL. All Rights Reserved
  13. 13. Has flown half a million miles, and deserves a loyalty reward...13 Copyrights HCL. All Rights Reserved
  14. 14. Is celebrating his anniversary and you surprise him with a gift for his wife?14 Copyrights HCL. All Rights Reserved
  15. 15. You surprise your most frequent Japanese customer even on his unusual route with a SAKE *A SAKE is normally served on a Japan sector15 Copyrights HCL. All Rights Reserved
  16. 16. ACTIVATE THE POWER OF PERSONALIZATION16 Copyrights HCL. All Rights Reserved
  17. 17. iHostess - Leading the way!
  18. 18. At the start of the flight Good Evening Mr. Bob!. Here is a copy of International Wall Street Journal for the past 2 days when you were away and your favorite Fortune magazine ~Santos Aroma coffee (Extra Hot, with Equal sugar) which you love to have during your evening flights. Celine ( Cabin crew) (Wow! They know me better than my wife) Thank you so much Mr. Bob Langer Investment Banker18 Copyrights HCL. All Rights Reserved
  19. 19. During meal time We have your favorite chicken and lamb satay for starters. We also have the German Riesling which you regularly enjoy on this sector Celine ( Cabin crew) Great , I love the Riesling and satay, they are just my favourite! Mr. Bob Langer Investment Banker19 Copyrights HCL. All Rights Reserved
  20. 20. At the start of the flight If you are still having the back pain Sir which you had on your last flight with us a couple of days back, you may use the back massager which we have specially installed in your seat. Celine ( Cabin crew) Excellent. Thank you very much, this is why i love flying with xxx ailrines Mr. Bob Langer Investment Banker20 Copyrights HCL. All Rights Reserved
  21. 21. NOW YOU HAVE THE POWER21 Copyrights HCL. All Rights Reserved
  22. 22. NOW YOU HAVE THE POWER To leave your competition BEHIND22 Copyrights HCL. All Rights Reserved
  23. 23. NOW YOU HAVE THE POWER To Pamper your PREMIUM Customers Know the last 10-15 travelled destinations leading to intelligent conversations with the passengers Surprise the passenger with his favorite periodicals / beverages / food and tailor choices based on his specific needs and wants Customize information based on his hobbies (eg Arsenal fan ) Offer a German Reisling on the AUS/NZ sector23 Copyrights HCL. All Rights Reserved
  24. 24. NOW YOU HAVE THE POWER Have your host speak like a SOMMELIER / Tour Guide Know the Wine type, region, growth, year , aroma, vintage, owner Provide information on What’s happening and key places to see24 Copyrights HCL. All Rights Reserved
  25. 25. NOW YOU HAVE THE POWER Cater to the diverse needs and at the same time Enhance Personalization25 Copyrights HCL. All Rights Reserved
  26. 26. Thank you for your time To know more, please write to ideas@hcl.com26 Copyrights HCL. All Rights Reserved

×