Tag Archives: Vueling

Your service: heartlessly perfect or perfectly heartless?

Posted on September 30, 2012 by Rainer Uphoff

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 →

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Why are the most hated airlines so profitable?

Posted on December 31, 2011 by Rainer Uphoff

Expectations need to be defined as part of a Customer Experience Management (CEM) project. Without this, the value proposition becomes unmanageable. Continue reading →

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Editorial: Leaders wanted!

Posted on September 8, 2010 by Rainer Uphoff

The airline industry is an amazing place to live in. Everything happens in real time. Basically, you make it or break it in the last 30 minutes before the door of an aircraft closes for departure, or in the 30 … Continue reading →

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