This deck from 2001 outlines opportunities to improve customer experience and cross-sell capabilities within the SwissairGroup by selling Swissotel Hotels stay with a Swissair flight.
This was done with a team at the Rotterdam School of Management
Brussels Airlines Partners with RateGain to ensure Better returns with Real-Time Data.
Read this success story to know how the Belgian national carrier, once struggling with losses turned around and solved its revenue management challenges with AirGain by leveraging:
-Competitive Real-time Data
-Unlimited On-Demand Reports
-Market Position Dashboards
and much more.
Ground Handling, Cargo with DGR, Logistics & Material Management, Hotel Management, PLC & Scada, Maintenance, CNC settings with programming, CAD/CAM(Advanced), QC(NDT), HW&Networking, Graphic designing courses are available with placements
The document discusses the vision for a future travel and tourism marketplace. It will provide a centralized place for travelers to plan trips, book reservations and services, share travel content and experiences, and access travel tools and apps. The marketplace aims to bring together buyers and sellers of travel products and services in one location to simplify the travel planning and booking process for consumers while also offering monetization opportunities for various travel industry stakeholders. It seeks to collect travel-related data and leverage synergies between different travel sectors to create additional value for users and businesses.
This document discusses using customer interaction as a competitive strategy in the travel industry. It notes that travel companies like Expedia must compete with airlines, hotels, tour operators and other online travel agencies. The document advocates focusing a competitive strategy on networking with suppliers and customers to build loyalty through positive experiences at each stage of travel planning and booking.
Expert in planning and executing comprehensive marketing strategies in support of business goals and objectives for well known brands in India with sound knowledge of Marketing, Communication & Technology.
This document outlines a strategy map and balanced scorecard action plan for an airline company. The strategic objectives are to increase profits and improve customer experience. Key measures include increased revenue, net profit margin, number of customers, and customer satisfaction. Initiatives to achieve the objectives involve reducing costs through standardizing planes and optimizing processes, offering competitive prices, providing customer rewards and discounts, and training ground and cabin crews to improve service quality and on-time performance. Budgets are allocated to these initiatives totaling Rs. 20,000,000.
Here is my Tablet Strategy Masterclass presentation which I gave at the Aircraft Commerce Airline & Aerospace MRO & Operations IT Conference in Miami on 19th March 2013
Brussels Airlines Partners with RateGain to ensure Better returns with Real-Time Data.
Read this success story to know how the Belgian national carrier, once struggling with losses turned around and solved its revenue management challenges with AirGain by leveraging:
-Competitive Real-time Data
-Unlimited On-Demand Reports
-Market Position Dashboards
and much more.
Ground Handling, Cargo with DGR, Logistics & Material Management, Hotel Management, PLC & Scada, Maintenance, CNC settings with programming, CAD/CAM(Advanced), QC(NDT), HW&Networking, Graphic designing courses are available with placements
The document discusses the vision for a future travel and tourism marketplace. It will provide a centralized place for travelers to plan trips, book reservations and services, share travel content and experiences, and access travel tools and apps. The marketplace aims to bring together buyers and sellers of travel products and services in one location to simplify the travel planning and booking process for consumers while also offering monetization opportunities for various travel industry stakeholders. It seeks to collect travel-related data and leverage synergies between different travel sectors to create additional value for users and businesses.
This document discusses using customer interaction as a competitive strategy in the travel industry. It notes that travel companies like Expedia must compete with airlines, hotels, tour operators and other online travel agencies. The document advocates focusing a competitive strategy on networking with suppliers and customers to build loyalty through positive experiences at each stage of travel planning and booking.
Expert in planning and executing comprehensive marketing strategies in support of business goals and objectives for well known brands in India with sound knowledge of Marketing, Communication & Technology.
This document outlines a strategy map and balanced scorecard action plan for an airline company. The strategic objectives are to increase profits and improve customer experience. Key measures include increased revenue, net profit margin, number of customers, and customer satisfaction. Initiatives to achieve the objectives involve reducing costs through standardizing planes and optimizing processes, offering competitive prices, providing customer rewards and discounts, and training ground and cabin crews to improve service quality and on-time performance. Budgets are allocated to these initiatives totaling Rs. 20,000,000.
Here is my Tablet Strategy Masterclass presentation which I gave at the Aircraft Commerce Airline & Aerospace MRO & Operations IT Conference in Miami on 19th March 2013
This document discusses passenger experience for airlines. It outlines current challenges in the airline industry, competitive strategies adopted by airlines, and dimensions of the airline passenger lifecycle. It also provides examples of leading practices from global airlines, such as using social media for ticket reservations, mobile check-in services, customer forums for brand building, exclusive airport lounges, and innovative loyalty programs. The overall goal is to evaluate drivers of experience for airline passengers.
Airline are looking at new and innovative ways.Aspire
Airlines are looking to use new technologies and customer-focused strategies to reduce costs while improving the customer experience. This includes using online booking engines for reservations, recognizing loyalty program members, offering Wi-Fi access and discounts, and personalizing services for different passenger needs like families. Korean Air sets an example by upgrading cabins and lounges, offering organic meal options, and dedicating female-only bathrooms. British Airways also aims to improve the customer experience through self-service options and relaxing in-flight electronics policies.
Crm strategy of singapore & american airlinesVikhyat Khanna
CRM strategy of Singapore & American Airlines in detail, touch points and their significance, data handling techniques, parameters of importance, their correlation to a opportunity.
Feedback's requested.
This document discusses how airlines can generate ancillary revenue by facilitating brand connections and advertising opportunities throughout the passenger journey experience. It outlines how advertisers have high expectations for targeted audiences, speed, rich media, and return on investment. Airlines have advantages in reaching audiences across the entire travel experience. The document recommends airlines adopt best practices from terrestrial media companies by streamlining processes and providing data to prove return on investment. Examples from Air Canada, Virgin Atlantic, and LAN Airlines demonstrate how different touchpoints throughout the travel experience can be used to connect brands with passengers.
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
1. The organization aims to improve communication with customers to enhance satisfaction. Complaints management lacks structure and response is slow.
2. A firefighting procedure is outlined with clear roles and escalation processes to resolve issues within 48 hours. Firefighting levels and tools using Podio are described to standardize the process.
3. The document proposes a National Control Board structure with roles to develop quality policies, manage cases, and provide support to local chapters to ensure stable program growth. Responsibilities of the national and local boards in tracking firefighting progress and enforcing standards are defined.
Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...Ensighten
This document discusses United Airlines' use of mobile optimization. It begins by outlining the agenda, which includes discussing mobile as a channel, mobile data collection at United, and business value creation. It then provides details on United's mobile app, including key features and partnerships. It describes how United collects data on mobile, including the types of data collected and challenges of mobile data collection. It discusses United's implementation with Ensighten to facilitate data collection and integration with analytics tools. Finally, it outlines how United uses the mobile data to create business value, such as retargeting ads, reducing cart abandonment, and powering omni-channel experiences.
Presenation given at the Customer Communications Management Congress in November 2014. It discusses the strategic approach companies should apply when thinking about implementing a customer communications management platform.
Virgin america airline campign Experience the experience Swaraj Mishra
Experience the experience campaign of virgin America airline with C, company objectives, communication objectives, strategy and execution of the campaign and result of the campaign.Sir Richard Branson is the CEO of the airline
Predictive analytics are increasingly a must-have competitive tool. A well-defined workflow and effective decision modeling approach ensures that the right predictive analytic models get built and deployed.
Leveraging Advanced Analytics to Drive Customer Behavior in the Airline IndustryCognizant
Airlines can use advanced analytics as a competitive lever by increasing their understanding of customer behavior patterns, identifying cost-optimized ways of serving customers and enhancing opportunities for revenue generation and loyalty among existing and potential customers.
Unified Customer View for Airline BusinessesVeer Endra
Plumb5 Implementation can help achieve the rich customer experience mandate, as it is important to work on holistic customer data to build relevant experiences by integrating
customer behavior data across all channels.
How airlines use technology to improve passenger experience by 2016 - The Air...Tom Knierim
The Airline IT Trends Survey, co-sponsored by Airline
Business and SITA shows an airline IT climate that is
cautiously improving. IT budgets are expected to improve at
the majority of airlines in 2013, while the global level of IT
operational spending should reach an estimated US$10 billion
in 2013.
Airline IT investment priorities continue to focus on mobilizing
the passenger journey, as they have done for the last three
years, but airlines are also showing a strong interest in
improving business intelligence to better understand their
operations and customers.
The overall impression from this year’s survey is one of an
industry that is fast adopting the digital world. This is bringing
many advantages in the form of automation and new services,
but also challenges in making sure these technologies can
be widely adopted so that passengers benefit at both ends of
their journey.
For the last 15 years we have been tracking the key technology
trends of airlines. More recently we have complemented
this research by publishing surveys on technology trends
in the wider air transport industry, including airports and
passengers. Taken together, they provide a unique perspective
on the way technology is shaping the future of air travel.
We welcome any feedback or comments on the survey.
For more information on all our surveys and accompanying
features and analysis, visit www.sita.aero/surveys.
Emirates Airline has a comprehensive marketing strategy that focuses on raising brand awareness through $700 million spent annually on advertising and sponsorships. They promote their brand as a premium airline targeting business professionals traveling internationally. Emirates utilizes social media like Facebook and Twitter extensively to engage customers and promote their brand. Their website and mobile platforms are also optimized for booking flights and managing travel. Content marketing, search engine optimization, and metrics are also important parts of their digital marketing strategy, which has helped Emirates experience 27 consecutive years of profitability.
Realex Payments is a leading European payment service provider founded in 2000 that processes £8 billion per year for 3,500 live customers. They focus solely on cardholder not present payments through a software as a service model with an emphasis on security, customer service, and flexibility. Realex provides payment processing, fraud management, reporting, and card storage solutions to help clients define payment strategies across multiple sales channels globally.
Our Tech enabled Platforms help you scale your Partner and Employee Rewards & Loyalty Programs easily & quickly while building it for your specific needs.
Tzell Travel UK - "A DEPARTURE FROM THE ORDINARY" (shared using http://Visual...VisualBee.com
Tzell Travel Group provides personalized travel management services through dedicated teams rather than call centers. They aim to meet the needs of both corporate travelers and agents by offering high-quality services and support. Tzell prides itself on managing costs for clients through negotiated supplier deals and technology to monitor spending.
Virgin Hotels will support each discipline within the organization with an experienced corporate operations team. Their extensive service experience will inform heightened operating standards and procedures through mystery shopper programs and internal audits. Technologies will be used to gather guest feedback and preferences to continuously improve operations. Virgin Hotels is well positioned to enter the hospitality industry with operational fundamentals in place through their in-house design, food and beverage, and technical services teams.
Digital Client Journey Increasing Conversions & Engagement Frank ROESSIG
Find out how you can improve your digital client journey to increase conversion and revenue. Where and how to clients live online? Which technologies to use? What does the future look like?
The document discusses strategies for increasing revenue and profitability through a smarter approach to commerce called the "Digital Store". It outlines various technologies and capabilities needed to build an integrated multi-channel customer experience, including document management, analytics, automation, and security. The goal is to drive self-service adoption, optimize business processes, and gain operational insights through analytical reporting to improve customer value and business outcomes.
The Lifetime Platform is a digital platform created by Sureify to help life insurance carriers modernize their operations and customer experiences. It provides tools to acquire, service, and engage customers and agents across the entire policy lifecycle. Some key capabilities include an e-application platform, policy servicing portal, customer engagement app, and agent portal. The platform aims to increase sales, improve customer retention, and reduce costs for carriers.
This document discusses passenger experience for airlines. It outlines current challenges in the airline industry, competitive strategies adopted by airlines, and dimensions of the airline passenger lifecycle. It also provides examples of leading practices from global airlines, such as using social media for ticket reservations, mobile check-in services, customer forums for brand building, exclusive airport lounges, and innovative loyalty programs. The overall goal is to evaluate drivers of experience for airline passengers.
Airline are looking at new and innovative ways.Aspire
Airlines are looking to use new technologies and customer-focused strategies to reduce costs while improving the customer experience. This includes using online booking engines for reservations, recognizing loyalty program members, offering Wi-Fi access and discounts, and personalizing services for different passenger needs like families. Korean Air sets an example by upgrading cabins and lounges, offering organic meal options, and dedicating female-only bathrooms. British Airways also aims to improve the customer experience through self-service options and relaxing in-flight electronics policies.
Crm strategy of singapore & american airlinesVikhyat Khanna
CRM strategy of Singapore & American Airlines in detail, touch points and their significance, data handling techniques, parameters of importance, their correlation to a opportunity.
Feedback's requested.
This document discusses how airlines can generate ancillary revenue by facilitating brand connections and advertising opportunities throughout the passenger journey experience. It outlines how advertisers have high expectations for targeted audiences, speed, rich media, and return on investment. Airlines have advantages in reaching audiences across the entire travel experience. The document recommends airlines adopt best practices from terrestrial media companies by streamlining processes and providing data to prove return on investment. Examples from Air Canada, Virgin Atlantic, and LAN Airlines demonstrate how different touchpoints throughout the travel experience can be used to connect brands with passengers.
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
1. The organization aims to improve communication with customers to enhance satisfaction. Complaints management lacks structure and response is slow.
2. A firefighting procedure is outlined with clear roles and escalation processes to resolve issues within 48 hours. Firefighting levels and tools using Podio are described to standardize the process.
3. The document proposes a National Control Board structure with roles to develop quality policies, manage cases, and provide support to local chapters to ensure stable program growth. Responsibilities of the national and local boards in tracking firefighting progress and enforcing standards are defined.
Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...Ensighten
This document discusses United Airlines' use of mobile optimization. It begins by outlining the agenda, which includes discussing mobile as a channel, mobile data collection at United, and business value creation. It then provides details on United's mobile app, including key features and partnerships. It describes how United collects data on mobile, including the types of data collected and challenges of mobile data collection. It discusses United's implementation with Ensighten to facilitate data collection and integration with analytics tools. Finally, it outlines how United uses the mobile data to create business value, such as retargeting ads, reducing cart abandonment, and powering omni-channel experiences.
Presenation given at the Customer Communications Management Congress in November 2014. It discusses the strategic approach companies should apply when thinking about implementing a customer communications management platform.
Virgin america airline campign Experience the experience Swaraj Mishra
Experience the experience campaign of virgin America airline with C, company objectives, communication objectives, strategy and execution of the campaign and result of the campaign.Sir Richard Branson is the CEO of the airline
Predictive analytics are increasingly a must-have competitive tool. A well-defined workflow and effective decision modeling approach ensures that the right predictive analytic models get built and deployed.
Leveraging Advanced Analytics to Drive Customer Behavior in the Airline IndustryCognizant
Airlines can use advanced analytics as a competitive lever by increasing their understanding of customer behavior patterns, identifying cost-optimized ways of serving customers and enhancing opportunities for revenue generation and loyalty among existing and potential customers.
Unified Customer View for Airline BusinessesVeer Endra
Plumb5 Implementation can help achieve the rich customer experience mandate, as it is important to work on holistic customer data to build relevant experiences by integrating
customer behavior data across all channels.
How airlines use technology to improve passenger experience by 2016 - The Air...Tom Knierim
The Airline IT Trends Survey, co-sponsored by Airline
Business and SITA shows an airline IT climate that is
cautiously improving. IT budgets are expected to improve at
the majority of airlines in 2013, while the global level of IT
operational spending should reach an estimated US$10 billion
in 2013.
Airline IT investment priorities continue to focus on mobilizing
the passenger journey, as they have done for the last three
years, but airlines are also showing a strong interest in
improving business intelligence to better understand their
operations and customers.
The overall impression from this year’s survey is one of an
industry that is fast adopting the digital world. This is bringing
many advantages in the form of automation and new services,
but also challenges in making sure these technologies can
be widely adopted so that passengers benefit at both ends of
their journey.
For the last 15 years we have been tracking the key technology
trends of airlines. More recently we have complemented
this research by publishing surveys on technology trends
in the wider air transport industry, including airports and
passengers. Taken together, they provide a unique perspective
on the way technology is shaping the future of air travel.
We welcome any feedback or comments on the survey.
For more information on all our surveys and accompanying
features and analysis, visit www.sita.aero/surveys.
Emirates Airline has a comprehensive marketing strategy that focuses on raising brand awareness through $700 million spent annually on advertising and sponsorships. They promote their brand as a premium airline targeting business professionals traveling internationally. Emirates utilizes social media like Facebook and Twitter extensively to engage customers and promote their brand. Their website and mobile platforms are also optimized for booking flights and managing travel. Content marketing, search engine optimization, and metrics are also important parts of their digital marketing strategy, which has helped Emirates experience 27 consecutive years of profitability.
Realex Payments is a leading European payment service provider founded in 2000 that processes £8 billion per year for 3,500 live customers. They focus solely on cardholder not present payments through a software as a service model with an emphasis on security, customer service, and flexibility. Realex provides payment processing, fraud management, reporting, and card storage solutions to help clients define payment strategies across multiple sales channels globally.
Our Tech enabled Platforms help you scale your Partner and Employee Rewards & Loyalty Programs easily & quickly while building it for your specific needs.
Tzell Travel UK - "A DEPARTURE FROM THE ORDINARY" (shared using http://Visual...VisualBee.com
Tzell Travel Group provides personalized travel management services through dedicated teams rather than call centers. They aim to meet the needs of both corporate travelers and agents by offering high-quality services and support. Tzell prides itself on managing costs for clients through negotiated supplier deals and technology to monitor spending.
Virgin Hotels will support each discipline within the organization with an experienced corporate operations team. Their extensive service experience will inform heightened operating standards and procedures through mystery shopper programs and internal audits. Technologies will be used to gather guest feedback and preferences to continuously improve operations. Virgin Hotels is well positioned to enter the hospitality industry with operational fundamentals in place through their in-house design, food and beverage, and technical services teams.
Digital Client Journey Increasing Conversions & Engagement Frank ROESSIG
Find out how you can improve your digital client journey to increase conversion and revenue. Where and how to clients live online? Which technologies to use? What does the future look like?
The document discusses strategies for increasing revenue and profitability through a smarter approach to commerce called the "Digital Store". It outlines various technologies and capabilities needed to build an integrated multi-channel customer experience, including document management, analytics, automation, and security. The goal is to drive self-service adoption, optimize business processes, and gain operational insights through analytical reporting to improve customer value and business outcomes.
The Lifetime Platform is a digital platform created by Sureify to help life insurance carriers modernize their operations and customer experiences. It provides tools to acquire, service, and engage customers and agents across the entire policy lifecycle. Some key capabilities include an e-application platform, policy servicing portal, customer engagement app, and agent portal. The platform aims to increase sales, improve customer retention, and reduce costs for carriers.
A short introduction to trends in improving your Customer\'s Experience of their interactions with your organisation and how that can improve profitability and reduce operating costs.
Learn more about BlueSnap, the Global Payment Orchestration Platform, and the benefits of accepting payments a better way that helps you increase sales and reduce costs.
Qantas Airways is Australia's largest airline, known for its safety, reliability, and customer service. It has adopted several emerging technologies to improve customer experience, including mobile apps, e-commerce, social networking, wireless networking, and online marketing. These technologies allow customers to book and check-in online, receive targeted messages, and help Qantas gain a competitive advantage over rivals like Virgin Blue. Looking to the future, Qantas aims to provide technologies like in-flight entertainment, smart security screening, and seamless connectivity to further enhance the customer experience.
Qantas Airways is Australia's largest airline, known for its safety, reliability, and customer service. It has adopted several emerging technologies to improve its operations and customer experience. These include e-commerce, social networking, wireless networking, mobile apps, e-CRM, online marketing, and search engine optimization. Qantas' mobile app allows customers to book flights, check-in, view customized messages, and more from their mobile devices. The use of new technologies helps Qantas gain competitive advantages over rivals like Virgin Blue and provides a better travel experience for customers. Going forward, Qantas plans to introduce more technologies like aircraft entertainment systems, Apple-based environments in airport lounges, and self-service
TPAS2020 How to sell more rooms with Booking.com: Search ExtensionTravelpayouts
This document provides information on how partners can use Booking.com's Search Extension tool to drive more bookings. The Search Extension allows customers to have an active Booking.com search open as a new browser tab when they search on a partner's platform. This has potential to boost engagement, drive awareness for customers with intent to book, and provide a complete travel experience. Implementation involves adding a piece of JavaScript provided by Booking.com. Partners who have used the Search Extension see an average potential uplift of 100-200% in bookings.
V-Connect provides communication platforms and services to help businesses optimize costs and maximize revenue. The document discusses V-Connect's SMS and CPaaS offerings, including its SMS platform architecture, data security practices, and tools to measure return on investment. It also outlines V-Connect's voice, IVR and outbound dialing services and how they can enhance customer engagement while reducing business costs.
Beyond Pre-Booking - Parking Network Nov 2012 WorkshopInventive IT
Inventive held a workshop at the Airport Parking Network Event in Lisbon in November 2012. We looked at why a reservation system is more than just being able to pre-book a parking space.
At NCRi, we have successfully served and transformed the customer experience for small to large businesses with regional, national and international brand presence for more than 13 years.
As a business solutions provider and trusted partner, we are dedicated to upholding your brand and reputation at all times.
Our nimble and flexible organizational structure allows us to make quick decisions and respond rapidly to implement changes as needed by your business.
Best Practices in Measuring Critical Support Metricsdreamforce2006
The document discusses best practices for measuring critical support metrics. It provides examples of how two companies, Enterasys Networks and CallSource, used Salesforce to improve their customer support. Both companies saw increases in customer satisfaction and agent productivity by defining clear goals, implementing the right metrics, and ensuring their support teams had access to the necessary customer information. Call deflection rates, case closure times, and internal support requests all improved after implementing Salesforce.
Avenues Pvt. Ltd. is a South Asia's largest online payment solutions provider incorporated in 2001 with headquarters in Mumbai and subsidiaries in the US and Singapore. It offers various online reservation, payment processing, and membership management products for the travel, commercial, and community sectors including ResAvenue, CCAvenue, TrustAvenue, HotelsAvenue, EventAvenue, and MembersAvenue. ResAvenue is its flagship product, an online reservation engine with an integrated payment gateway that currently serves over 700 hotels across India. It offers a simple 3-step booking process and a wide range of payment options to maximize conversions for hoteliers.
The only event specific to the Nordic region dedicated to driving customer centric engagement, experience and process to offer seamless, efficient Customer Experience in the multi-channel era
The document describes Navitaire's Travel Commerce ancillary revenue platform. It helps companies maximize ancillary revenue streams by enabling the sale of additional products, services, and packages directly through booking channels. Travel Commerce provides flexibility to promote attractive offers through partnerships with various travel suppliers. It delivers an integrated solution to generate new revenue by selling items like hotel rooms, car rentals, travel insurance, and activities through a company's existing reservation system and APIs.
2. Corporate Vision We believe that the significance of personal mobility and the availability of goods at all locations at all times will increase in the future. We address the resulting challenges and responsibilities by systematically emphasizing safety and quality while offering preflight and post flight services to safeguard long-term growth.
8. Quality of services Prices Low Low High High Ritz Carlton Four Seasons Marriott IBIS Novotel Swissotel
9.
10.
11.
12. Customer Service Enhancements with Integration 8719 Customized Menu Late-Arrivals Misrouted Luggage In-flight Internet Services System Swissair Customer Care Service (SwissConnection) 352
13. Customer access to in-flight internet service system Customer obtaining information from the system Customer check-in, SwissConnection, dinner reservations, etc. Information analyzed and store by the system In-flight Internet Services System
14.
15. Financial Perspective Internal Business Pespective Innovation and Learning Perspective Customer Perspective Return on Capital Employed Sales Growth Customer Lifetime Value Satisfaction Score Total Quality Management Employee Empowerment % of Sales from New Services Service Innovation Capability Market Share Customer Acquisition Customer Retention Customer Satisfaction Customer Profitability