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Tag Archives: customer experience
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
The payment customer experience
One of the weakest links in the airline Customer Experience Itinerary chain is the payment experience. Continue reading
Posted in How-to & FAQ
Tagged airline, avionline, customer experience, payments, rainer uphoff
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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
Hitit’s Crane Talk covers avionline’s CEM methodology for FFP
Hitit’s Crane Talk covers avionline’s CEM methodology for FFP Continue reading
Posted in Best practice, External Ressources, How-to & FAQ
Tagged avionline, customer experience, ffp, frequent flyer, Hitit, value generation
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ourpax.com, featured by USA Today
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!
Posted in News
Tagged customer experience, frequent flyer, loyalty, ourpax, USA Today, wandering aramean
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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
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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
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
Is Customer Experience Leadership contradictory to Cost Leadership?
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?