Tag Archives: airline

The payment customer experience

Posted on August 30, 2012 by admin

One of the weakest links in the airline Customer Experience Itinerary chain is the payment experience. Continue reading →

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FFPs: stop rewarding the wrong customer. Get the experience right!

Posted on April 13, 2012 by Rainer Uphoff

Many loyalty and frequent flyer programs are inconsistent with the corresponding customer segment value proposition. Making a FFP customer experience oriented. Continue reading →

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Customer centricity is dead, long live profit centricity!

Posted on March 27, 2012 by Rainer Uphoff

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 →

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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 →

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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 →

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Confessions of an Entrepreneur: Intrapreneurship within Airlines?

Posted on October 11, 2011 by Rainer Uphoff

Airline intrapreneurship will revolutionize the way how airlines will innovate and reinvent themselves to create more valuable proposals to their customers. Continue reading →

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Where is the Travel Industry’s Silicon Valley?

Posted on September 26, 2011 by Rainer Uphoff

Airlines need to new levels of innovation to offer customer experience 2.0 to Facebook Generation customers. Continue reading →

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After the age of CFO-CEOs, we now need people-CEOs!

Posted on August 18, 2011 by Rainer Uphoff

Airlines need to change and become people oriented organizations that create innovative value propositions. This requires Chief Customer Officer. Continue reading →

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From CEM to CEL: What if Customer Experience Management (CEM) is becoming a Commodity?

Posted on July 18, 2011 by Rainer Uphoff

Customer Experience Management (CEM) is becoming a commodity. That’s why avionline developed the Customer Experience Leadership (CEL) methodology for airlines and the travel industry Continue reading →

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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 →

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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 →

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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 →

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