Category Archives: Best practice

Good examples which contribute to a superior customer experience

Your service: heartlessly perfect or perfectly heartless?

Posted on September 30, 2012 by Rainer Uphoff

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 →

Posted in Best practice, Uncategorized | Tagged , , , , , , , , , , | Leave a comment

My CEM Birthday Experience

Posted on July 31, 2012 by Rainer Uphoff

Birthday congratulation messages often produce a negative customer experience. Learn how to get it right. Continue reading →

Posted in Best practice | Tagged , , , , , , , , , , , | 2 Comments

Hitit’s Crane Talk covers avionline’s CEM methodology for FFP

Posted on June 1, 2012 by admin

Hitit’s Crane Talk covers avionline’s CEM methodology for FFP Continue reading →

Posted in Best practice, External Ressources, How-to & FAQ | Tagged , , , , , | Leave a comment

Everything else is an option – the Spirit barebone experience

Posted on January 28, 2012 by Rainer Uphoff

Interview with Spirit Airline’s EVP Barry Biffle about how a low cost airline can offer the ultimate customer experience: being safe, reliable and cheap Continue reading →

Posted in Best practice, Stories, Tools, Uncategorized | Tagged , , , , , , , | 2 Comments

Airlines are from Mars, customers are from Venus

Posted on November 14, 2011 by Rainer Uphoff

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 , , , , , , , | 2 Comments

What if “AA” meant “Apple Airlines”? A tribute to Steve Jobs.

Posted on August 31, 2011 by Rainer Uphoff

What can airlines learn from Steve Jobs and Apple’s way of managing corporate strategy? Continue reading →

Posted in Best practice, Leadership, Tools, Uncategorized | Tagged , , , , , , , | 2 Comments

The next ash cloud is here: best practice for massive service disruptions

Posted on June 7, 2011 by Rainer Uphoff

  UPDATE: Follow the open discussion at our LinkedIn Airline Customer Experience Management (CEM) group. It’s not one of the virtual, invisible, hip and tidy Scandinavian ash clouds that Iceland send from time to time over Europe: this one is dirty, … Continue reading →

Posted in Best practice, Crisis, Leadership | Tagged , , , , , , , | Leave a comment

Outsourcing or not outsourcing. Is that still a question?

Posted on June 4, 2011 by Rainer Uphoff

Customer Experience Management (CEM) can help airlines, hotels and travel industry providers to contextualize outsourcing strategically for good decision taking Continue reading →

Posted in Best practice | Tagged , , , , , , , | Leave a comment

The Twitter trap. Or: avoiding the @ATT way.

Posted on May 31, 2011 by Rainer Uphoff

Using Social Media as Customer Service tools Continue reading →

Posted in Best practice, Stories, Tools | Tagged , , , , , , , , | Leave a comment

From CRM to CEM – monetizing real loyalty

Posted on April 14, 2011 by Rainer Uphoff

Customer Experience Management (CEM) puts both CRM and Frequent Buyer Programs in a context: generate revenue from truly loyal customers. Continue reading →

Posted in Best practice, Tools | Tagged , , , , | Leave a comment

Dear alliances, please don’t mislead your customers!

Posted on January 29, 2011 by Rainer Uphoff

Oneworld, Star Alliance, SkyTeam – all three global alliances claim that serving customers better is their raison d’être. Passengers of now merged BA – Iberia, but also their North American Oneworld stepbrother American Airlines, are currently bombarded with marketing messages, … Continue reading →

Posted in Best practice, Stories | Tagged , , , , , , , , , , | 1 Comment

Can we educate unruly passengers?

Posted on December 21, 2010 by Rainer Uphoff

The pushback of a fully loaded domestic Iberia flight, perfectly on time for its 7:15 a.m. departure, suddenly stopped. Moments later the Captain told us that one of the runways of Madrid Barajas had just been closed because of a … Continue reading →

Posted in Best practice, Crisis, Stories | Tagged , , , , , | Leave a comment