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Category Archives: Uncategorized
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
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
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
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What if “AA” meant “Apple Airlines”? A tribute to Steve Jobs.
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 Airlines, Apple, customer experience, leadership, management, rainer uphoff, Steve Jobs, strategy
2 Comments
Disruption management: why risk losing your customers?
UPDATE: one week later, same flight, same delay, but this time Iberia did a BRILLIANT job. See below. Just have a look at the photo on the left: it’s a quiet February afternoon at Iberia’s Madrid hub, but for some reason … Continue reading
Posted in Uncategorized
Tagged airport, delay, flight cancellation, iberia, service disruption
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How listening to customers can save millions
Buggy reservation systems cost airlines millions. Examples from Monarch, Spanair and Vueling Continue reading
Posted in Uncategorized, Worst practice
Tagged Amadeus, booking, CRS, customer listening, error, Navitaire, reservation, Sabre, system
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Editorial: The Gap
If “the Gap” sounds like the title of an intriguing novel to you, I got it right. I have observed an interesting phenomenon: Social Media became THE hot topic a couple of years ago. Airlines and hotels discovered the need … Continue reading
Posted in About, Leadership, Uncategorized
Tagged customer experience, editorial, gap, rainer uphoff, social media, twitter
3 Comments
Welcome to OURPAX.COM, the hub for airline and hospitality Customer Experience and Service Design leaders!
Welcome to airline, hotel and travel industry professionals Continue reading