Next Generation Airlines

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The document discusses personalized service on flights to cater to different passenger preferences. It provides examples of cabin crew remembering passenger preferences like reading materials, drink orders, and food likes to enhance the flying experience. Personalizing service for frequent flyers by recognizing them and rewarding their loyalty is also discussed. The document argues that personalization allows airlines to leave competition behind and pamper premium customers by tailoring the service to individual needs and wants.

THE BATTLE FOR
THE FRONT CABIN
iHostess , Empowering
Differentiation …

PERSONALIZED SERVICE -
catering to different choices

2 Copyrights HCL. All Rights Reserved

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 trips

3 Copyrights HCL. All Rights Reserved
All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.

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 Riesling

4 Copyrights HCL. All Rights Reserved
All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.

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 day

5 Copyrights HCL. All Rights Reserved
All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.

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

Your customers forget:
2/3 of what they read

7 Copyrights HCL. All Rights Reserved

Your customers forget:
1/2 of what they hear

8 Copyrights HCL. All Rights Reserved

But not a bit of a
"A PERSONALIZED EXPERIENCE"

9 Copyrights HCL. All Rights Reserved

What if you knew that
your customer :

10 Copyrights HCL. All Rights Reserved

Loves Santos Coffee

11 Copyrights HCL. All Rights Reserved

Religiously reads The Straits Times

12 Copyrights HCL. All Rights Reserved

Has flown half a million miles, and
deserves a loyalty reward...

13 Copyrights HCL. All Rights Reserved

Is celebrating his anniversary and you
surprise him with a gift for his wife?

14 Copyrights HCL. All Rights Reserved

You surprise your most frequent Japanese
customer even on his unusual route with a
SAKE

*A SAKE is normally served on a Japan sector

15 Copyrights HCL. All Rights Reserved

ACTIVATE THE POWER
OF PERSONALIZATION

16 Copyrights HCL. All Rights Reserved

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 Banker

18 Copyrights HCL. All Rights Reserved

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 Banker

19 Copyrights HCL. All Rights Reserved

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 Banker

20 Copyrights HCL. All Rights Reserved

NOW YOU HAVE THE POWER

21 Copyrights HCL. All Rights Reserved

NOW YOU HAVE THE POWER
To leave your competition BEHIND

22 Copyrights HCL. All Rights Reserved

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 sector

23 Copyrights HCL. All Rights Reserved

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 see

24 Copyrights HCL. All Rights Reserved

NOW YOU HAVE THE POWER

Cater to the diverse needs and at the same
time Enhance Personalization

25 Copyrights HCL. All Rights Reserved

Thank you for your time
To know more, please write to ideas@hcl.com

26 Copyrights HCL. All Rights Reserved

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1. THE BATTLE FOR THE FRONT CABIN iHostess , Empowering Differentiation …

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 trips 3 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. 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 Riesling 4 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. 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 day 5 Copyrights HCL. All Rights Reserved All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.

17. iHostess - Leading the way!

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 Banker 18 Copyrights HCL. All Rights Reserved

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 Banker 19 Copyrights HCL. All Rights Reserved

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 Banker 20 Copyrights HCL. All Rights Reserved

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 sector 23 Copyrights HCL. All Rights Reserved

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 see 24 Copyrights HCL. All Rights Reserved

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