The Airline Loyalty Company
 |
|
|
|
|
|
|
Inspiring Articles & Stuff
|
|
|
Four strategies for customers loyalty
No matter if your customers are passen-gers, companies or your agents four strategies lead to successful airline customer management.
Strategy 1: Customer satisfaction is a well known loyalty driver. Therefore optimize satisfaction.
Strategy 2: But loyalty is one thing. Profits another. Therefore you should ensure that your loyal customers are profitable too.
Strategy 3: All attempts to obtain satisfied and loyal customers fail unless your business is based on a customer centric company culture. Therefore build your company culture.
Strategy 4: But customer centric is seldom enough. In a company like an airline it is hard to act customer centric unless you have a structured customer dialog based on working processes and an IT-system to support it.
Four strategies lead to customer management and the synergy is considerable. |
|
|
|
|
|
|
CEM Customer Experience Management
|
|
|
CPM Customer Profitability Management
|
|
|
4C Customer Centric Company Culture
|
|
|
CRM Customer Relationship Management
How do we ensure that the dialogue with the customers always are intelligent, relevant and customer centric ? Ready for more information? |
|
|
|
|
Typical pitfalls to avoid
|
|
|
Pitfall no. 1
You underestimate the importan-ce of the organization's approval and backup to your strategy.
|
|
|
Pitfall no. 2
You are too ambitious and the project turns into a monstrous and never ending project that everybody hates.
|
|
|
Pitfall no. 3
Your strategy and processes lag sufficient and visible involvement from the management.
|
|
|
Pitfall no. 4
Your project turns into an IT-project and is handled like an IT-project. It will never be the success it could have been. |
|
|
