2. Reasons to Choose KLM
Efficiency of implementing
Way of implementing of CRM (Height of people, luggage experience )
Level of Customer Satisfaction
Cost & Returns
Loyalty Programmes
Employee satisfaction
3. Suggestion to KLM
Focus of employee: Happier the employee, better
the services
Automation of Services: Electronic order placing
system
Service recovery in emergency case
Flight delay
Free hospitality
Another mode of transportation
Automation in Greeting at special days
4. If I was a rival Airline
Ticket Booking:
Analysis of KLM strategies
Product and pricing Analysis
Provide extra benefits to customers E.g. Delivery
of tickets to home etc.
Improvement in the way of gathering customer
data
Implementing CRM efficiently
During Journey: Getting reaction of customers
Electronic feed back form
