Changing the Passenger Experience is our core business.
Utilizing technologies such as mobile apps and social media platforms, connected passengers yield a rich source of data for digital analytics. Properly used, the resulting business intelligence enables airports to understand the needs of their passengers as customers, their preferences, the choices they make, the products and services they buy, and the activities and destinations they choose. Applying this knowledge affords our clients the opportunity to improve both their financial performance and the passenger service and experience delivered.
Our Advisory Services
Our international team helps deliver real strategic advantage through improved customer service and exceptional customer experience. We offer strategic solutions that leverage our in-depth understanding of the aviation market issues. We focus on people, processes and technology. Our advisory and consulting service practices include work in three areas: Customer Engagement Framework, Customer Metrics Framework and Customer Service Framework - examples of which are listed below.
Customer Engagement Framework
* Customer Acquisition Strategies
* Customer Loyalty/Affinity/Rewards Program Design/Implementation
* Retail Offer Creation and Management
* Retail Offer Redemption Strategies
* Customer Preference Management (CODB): AirportPNRSM
Customer Metrics Framework
* Segmentation Analysis
* Social Media Readiness and Strategy Development
* Passenger Experience Index
* Customer Engagement Measurement
Customer Service Framework
* Excellent Customer Service
* Airport Passenger Flow Management
* Social CRM: Design and Implementation
* Passenger Experience Management
Our Workshops
We strive to meet the needs of our industry using our international team to deliver hands-on programs of real value to our clients. Our in-depth workshops are designed for airlines and airports needing to engage customers as part of their strategy to add new revenue generating services. Our hands-on workshops guide you through the process of how to select and implement customer engagement services that diversify revenue streams and maximize profits. A sample of our workshops are listed below:
MasterClasses
* Airport Customer Engagement Strategies MasterClass
* Advanced Airport Customer Engagement Strategies MasterClass
* Customer Service MasterClass
Workshops
* The Customer Journey
* Social Media Readiness: Airports & Customer Engagement
* 1-to-1 Customer Strategies: Increasing Non-Aeronautical Revenues
* 1-to-1 Customer Strategies: Ancillary Revenue Generation
* Passenger Experience Index: Customer Engagement Measurement
* Creating a Single View of Your Customer
* Segmentation Analysis: Creating ‘Value’ Offers
* Winning through Customer Knowledge: Increasing Revenues
Strategic Partnerships
We have existing relationships with leading industry organizations which are creating the new capabilities and technologies that enable the aviation industry to engage with their customers to improve both the customer service and customer experience.
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