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Tag Archives: customer experience
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
One of the weakest links in the airline Customer Experience Itinerary chain is the payment experience. Continue reading
Birthday congratulation messages often produce a negative customer experience. Learn how to get it right. Continue reading
Hitit’s Crane Talk covers avionline’s CEM methodology for FFP Continue reading
It is an immense honor to see the last entry to this travel customer experience blog featured by USA Today. Click here or on the screenshot to have a look at it!
Spain’s Spanair and Hungary’s Malev airlines went bankrupt. What can we learn from a Customer Experience Management (CEM) perspective? Continue reading
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
Expectations need to be defined as part of a Customer Experience Management (CEM) project. Without this, the value proposition becomes unmanageable. Continue reading
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
What can airlines learn from Steve Jobs and Apple’s way of managing corporate strategy? Continue reading
After decades of initiatives about “customer centric organisations” (the 1980s), “loyalty and CRM” (the 1990s) and “customer experience management” (the 2000s), business leaders are discovering with dismay that the customer of the 2010s is less loyal than ever. What happened?