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Tag Archives: iberia
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
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
Oh no, Iberia, you just screwed up again. Do you hate premium customers?
Iberia badly slapped their best customers straight in the face by applying credit card fees also to their Iberia Plus Gold and Platinum members, even on big-ticket business class tickets, ruining all the trust they built up over the last month during which they managed to improve some basic service aspects! Continue reading
Posted in Leadership, Worst practice
Tagged avionline, business class, ffp, frequent flyer, iberia, loyalty, ourpax, premium passenger, rainer uphoff
1 Comment
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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