360 view on E-Commerce of Airline Industry

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360 view on E-Commerce of Airline Industry

  1. 1. PRESENTED BY:-RAVI RAGHAVA360 VIEW ONE-COMMERCEPORTAL
  2. 2. A Top US Airlines wanted to get 360view of e commerce performancewith globally distributed online &offline data source?
  3. 3. SEARCHMARKETING(SEO,PPC)VIRAL MARKETING(PROMPTED,PASSALONG)ONLINE PR(BLOGS)OFFLINECOMMUNICATIONS(ADVERTISING,SALESPROMOTION)OFFLINECOMMUNICATIONS(DIRECT MAIL,WORDOF MOUTH)ONLINEPARTNERSHIP(SPONSORSHIP)INTERACTIVE ADS(DISPLAY ADS,RICHMEDIA)WEBSITES
  4. 4. CAPTURE CUSTOMERINFORMATION(NAME,EMAIL, PHONENO)THROUGH(WEBSITE,BUSINESSCARDS,COMPETITOR)BUILD CUSTOMERTABLECAPTUREDEMOGRAPHICINFORMATIONCREATE PERSONALISEDCOMMUNICATION
  5. 5. CUSTOMERACQUISITIONCUSTOMERRETENTION& GROWTHCUSTOMERCONVERSIONMEASURES&OPTIMISE>> SEM>> Display>> Email>> Offline>> ConsumerGeneratedcontent>> Customer serviceProcess>>Segmentation &targeting>>Email>>Cross-sell>>Personalization>> Usability>>Accessibility>>Promos &bettermerchandising>>Customer decisionsupport>>Payment options>>Web analytics>>Site performancemonitoring>>Marketintelligence>>Online surveys>>Usability testing>>Customer insightATTRACTING HARVESTING CONVERTING ANALYSING
  6. 6. RETAIN•SEO•PPC•VIRAL•RSS•FEEDBACK•TRACKINGCODE•SITEDESIGN•USERFRIENDLY•SECURITY•CUSTOMERSERVICE•REFFERALS•EMAIL
  7. 7. 1• Integrate social media platforms with in-house CRM to developnew insights, tailored offerings, 360-degree view of customers2• Serve the customer better by seamless cross-channelintegration of online, offline & mobile channels3• Offer subsidiary services, unbundled products and locationbased services on mobile
  8. 8.  INCREASE IN CUSTOMER SATISFACTION MORE TRANSACTIONAL SECURITY TO CUSTOMER INCREASE IN TRAFFIC INCREASE IN ROI

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