-
-
-
Syndicate
Subscribe to this site's RSS feed.
Author Archives: Rainer Uphoff
Your service: heartlessly perfect or perfectly heartless?
In a mass customization it is necessary to integrate CRM technology, design the right processes for different customer segments, identify new value generation opportunities using VGM (Value Generation Matrix) and hire the right people to convert value into revenue. Continue reading
My CEM Birthday Experience
Birthday congratulation messages often produce a negative customer experience. Learn how to get it right. Continue reading
Posted in Best practice
Tagged avionline, birthday, cem, customer experience, iberia, loyalty, lufthansa, NH Hoteles, Priority Club, rainer uphoff, relationship marketing, SPG
2 Comments
Innovation: The airlines’ long march from cost to value centricity. The Latin American experience.
Innovation creates new and often unexpected value and revenue generators. Without innovation, an airline company only produces a commodity that competes on price, resulting in reduced margins and profits. Continue reading
Oh no, Iberia, you just screwed up again. Do you hate premium customers?
Iberia badly slapped their best customers straight in the face by applying credit card fees also to their Iberia Plus Gold and Platinum members, even on big-ticket business class tickets, ruining all the trust they built up over the last month during which they managed to improve some basic service aspects! Continue reading
Posted in Leadership, Worst practice
Tagged avionline, business class, ffp, frequent flyer, iberia, loyalty, ourpax, premium passenger, rainer uphoff
1 Comment
FFPs: stop rewarding the wrong customer. Get the experience right!
Many loyalty and frequent flyer programs are inconsistent with the corresponding customer segment value proposition. Making a FFP customer experience oriented. Continue reading
Posted in Strategy, Uncategorized
Tagged airline, avionline, customer segment, frequent flyer program, loyalty, rainer uphoff, value proposition
Leave a comment
Customer centricity is dead, long live profit centricity!
After years of developing customer experience management (CEM) projects, I found consistently that companies with mediocre margins and profits produced also only a mediocre customer experience. Continue reading
Posted in Strategy
Tagged airline, cem, profits, rainer uphoff, value, value generation, vim
Leave a comment
Two (global alliance member) airlines go bust and nobody notices – why Customer Experience matters
Spain’s Spanair and Hungary’s Malev airlines went bankrupt. What can we learn from a Customer Experience Management (CEM) perspective? Continue reading
Posted in Strategy
Tagged bankruptcy, cem, customer experience, Ferran Soriano, Malev, quiebra, rainer uphoff, Spanair, Star Alliance, strategy
1 Comment
Why are the most hated airlines so profitable?
Expectations need to be defined as part of a Customer Experience Management (CEM) project. Without this, the value proposition becomes unmanageable. Continue reading
Posted in How-to & FAQ, Strategy, Tools
Tagged Aer Lingus, cem, customer experience, expectations management, rainer uphoff, value proposition, Vueling
Leave a comment
Airlines are from Mars, customers are from Venus
Customer Listening is the first step to improve the Customer Experience and create new value propositions. CRM and other airline IT tools can help to implement it. Continue reading
Posted in Best practice, Tools
Tagged airline, customer experience, customer listening, hotel, management, passenger experience, rainer uphoff, voice of customer
2 Comments
Confessions of an Entrepreneur: Intrapreneurship within Airlines?
Airline intrapreneurship will revolutionize the way how airlines will innovate and reinvent themselves to create more valuable proposals to their customers. Continue reading
Where is the Travel Industry’s Silicon Valley?
Airlines need to new levels of innovation to offer customer experience 2.0 to Facebook Generation customers. Continue reading
Posted in Strategy
Tagged airline, Apple, facebook, hotel, IT, rainer uphoff, silicon valley, social media, tourism
2 Comments