This document contains 13 "Guess Who" profiles that provide clues about people's names, family situations, ages, hobbies, and other details. The player must determine who each profile is referring to based on the given clues. It encourages forming teams to generate additional "Guess Who" profiles about popular people as a fun game and learning exercise.
Airline Customer Experience Leadership, by Rainer Uphoff (Keynote at Worldti...Rainer Uphoff
Keynote presentation about Airline Customer Experience Leadership, held by Rainer Uphoff at Worldticket's customer conference in Copenhagen in November 2010. Key idea: Think VALUE, not cost when designing your customer experience proposition. More on the subject: http://ourpax.com
The document discusses Total Quality Management and customer care practices at Emirates airline. It provides details on Emirates' founding, operations, vision, and customer care services. Emirates aims to deliver the best in-flight experience through excellent customer service practices like notifying customers of delays, proper baggage handling, accommodating special needs, providing lounges and entertainment, and responding to complaints. The document outlines Emirates' commitment to quality and satisfying customer needs.
Singapore Airlines has a long history of innovating and investing in customer service to differentiate itself from competitors. It implemented a "Spacebed" concept to install new premium seats on some aircraft that would recline fully flat like a bed. Analysis showed the Spacebed would take over 2 years to break even on installation costs due to reduced seating capacity. While it improved the premium experience, there were concerns about rising costs and labor rates. The document discusses alternatives like using lower cost international labor and testing the Spacebed on selective routes before making a final decision.
Singapore Airlines is considered a role model for customer service in the airline industry. It focuses heavily on customer satisfaction and innovation in service marketing. Some of SIA's customer service strategies include operating a young fleet of modern aircrafts to improve safety and reduce costs, creating the iconic "Singapore Girl" as a marketing symbol, and providing differentiated inflight services like international cuisine and entertainment systems. SIA also developed high quality ground services like an early computerized reservation system and flexible check-in options to enhance the customer experience.
British Airways is the flag carrier airline of the United Kingdom, founded in 1924. Its mission is to be "The World's Favourite Airline" by providing a full service experience. Its goals include reducing its environmental impact through decreasing carbon emissions, waste, and noise. British Airways has a number of internal capabilities, such as its aircraft fleet and destinations. Externally, it has close relationships with customers and alliances with other airlines. Using Porter's Five Forces model, British Airways faces high competitive rivalry and threat of new entrants in the airline industry.
This virtual simulation program was developed to help airline management teams understand competitive market dynamics and improve problem solving and decision-making skills.
Find out more at: http://www.iata.org/airline-business-simulation
This document contains 13 "Guess Who" profiles that provide clues about people's names, family situations, ages, hobbies, and other details. The player must determine who each profile is referring to based on the given clues. It encourages forming teams to generate additional "Guess Who" profiles about popular people as a fun game and learning exercise.
Airline Customer Experience Leadership, by Rainer Uphoff (Keynote at Worldti...Rainer Uphoff
Keynote presentation about Airline Customer Experience Leadership, held by Rainer Uphoff at Worldticket's customer conference in Copenhagen in November 2010. Key idea: Think VALUE, not cost when designing your customer experience proposition. More on the subject: http://ourpax.com
The document discusses Total Quality Management and customer care practices at Emirates airline. It provides details on Emirates' founding, operations, vision, and customer care services. Emirates aims to deliver the best in-flight experience through excellent customer service practices like notifying customers of delays, proper baggage handling, accommodating special needs, providing lounges and entertainment, and responding to complaints. The document outlines Emirates' commitment to quality and satisfying customer needs.
Singapore Airlines has a long history of innovating and investing in customer service to differentiate itself from competitors. It implemented a "Spacebed" concept to install new premium seats on some aircraft that would recline fully flat like a bed. Analysis showed the Spacebed would take over 2 years to break even on installation costs due to reduced seating capacity. While it improved the premium experience, there were concerns about rising costs and labor rates. The document discusses alternatives like using lower cost international labor and testing the Spacebed on selective routes before making a final decision.
Singapore Airlines is considered a role model for customer service in the airline industry. It focuses heavily on customer satisfaction and innovation in service marketing. Some of SIA's customer service strategies include operating a young fleet of modern aircrafts to improve safety and reduce costs, creating the iconic "Singapore Girl" as a marketing symbol, and providing differentiated inflight services like international cuisine and entertainment systems. SIA also developed high quality ground services like an early computerized reservation system and flexible check-in options to enhance the customer experience.
British Airways is the flag carrier airline of the United Kingdom, founded in 1924. Its mission is to be "The World's Favourite Airline" by providing a full service experience. Its goals include reducing its environmental impact through decreasing carbon emissions, waste, and noise. British Airways has a number of internal capabilities, such as its aircraft fleet and destinations. Externally, it has close relationships with customers and alliances with other airlines. Using Porter's Five Forces model, British Airways faces high competitive rivalry and threat of new entrants in the airline industry.
This virtual simulation program was developed to help airline management teams understand competitive market dynamics and improve problem solving and decision-making skills.
Find out more at: http://www.iata.org/airline-business-simulation