Strategy In Airline Loyalty
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Strategy In Airline Loyalty
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Author : Evert R. de Boer
language : en
Publisher: Springer
Release Date : 2017-10-09
Strategy In Airline Loyalty written by Evert R. de Boer and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-10-09 with Business & Economics categories.
This book offers the first comprehensive exploration of frequent flyer programs. By combining academic research with extensive insights and examples from the actual business world, it explores the key drivers and strategies of airline loyalty marketing today in an unprecedented manner. Strategy in Airline Loyalty also explores how the programs have evolved over time from marketing programs to financial powerhouses, identifying both the catalysts for change, as well as the strategic options and underlying trade-offs available to airlines. Covering diverse angles ranging from behavioral economics, to accounting, and structural design, the book reviews every core aspect of frequent flyer programs and offers extensive frameworks and definitions. The book provides a useful and complete reference for researchers, and helps those interested in frequent flyer programs to develop a better understanding of their past, present and future.
The Smart Travelista S Guide
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Author : Linda King
language : en
Publisher: Independently Published
Release Date : 2021-02-28
The Smart Travelista S Guide written by Linda King and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-02-28 with categories.
Are you a traveller who loves money-saving books? Want to know how to build airline loyalty points quickly? Then this book is for you. Buy it now. The Smart Travelista's Guide: How to increase your airline loyalty points & fly for free, shares the insider tips and secrets to increasing your airline loyalty points. Understand your airline loyalty program and make it work for you. You can earn loyalty points without having to fly. Take advantage of everything available to earn points. This easy-to-follow guide will take you step by step in selecting an airline loyalty program, how to maximise your points and booking your free flight. Each chapter in the book will provide you with new insights, tools, and strategies to build those airline points quickly. It's simple when you know how. Airline loyalty programs featured in the book: AAdvantage - American Airlines Aeroplan - Air Canada Airpoints - Air New Zealand Executive Club - British Airways Flying Blue - Air France/KLM KrisFlyer - Singapore Airlines Qantas Frequent Flyer - Qantas Skywards - Emirates Velocity Frequent Flyer - Virgin Australia Ready to take the next step? Buy yourself a copy of this ultimate airline loyalty points guide now. It will be the best money you have spent this year. Are you ready to be a Smart Travelista?
Loyalty Management In The Airline Industry
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Author : Ben Beiske
language : en
Publisher: diplom.de
Release Date : 2002-05-29
Loyalty Management In The Airline Industry written by Ben Beiske and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-05-29 with Business & Economics categories.
Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three pillars are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING AND LOYALTY MANAGEMENT10 1.3.3IMPORTANCE OF LOYALTY MANAGEMENT12 1.4CHARACTERISTICS OF THE AIRLINE MARKET13 1.4.1AIRLINE INDUSTRY ANALYSIS - STEEPLE13 1.4.1.1Social13 1.4.1.2Technological14 1.4.1.3Economical14 1.4.1.4Environmental14 1.4.1.5Political15 1.4.1.6Legal15 1.4.1.7Ethical15 1.4.2CONSOLIDATION IN PRACTICE: BRITISH AIRWAYS16 1.4.2.1British Airways and KLM16 1.4.2.2British Airways and American Airlines18 1.4.3THE CURRENT AIRLINE SITUATION19 2.LITERATURE REVIEW22 2.1CUSTOMER SERVICE22 2.1.1BACKGROUND INFORMATION23 2.1.1.1Singapore Airlines23 2.1.2REVELATION OF DISSATISFACTION24 2.1.3EMPLOYEES25 2.1.4COMMUNICATION25 2.1.5THE CUSTOMER26 2.1.5.1Customer Requirements26 2.1.6SERVICE QUALITY27 2.1.6.1Quality and Retaining Customers28 2.1.7ORIENTATION OF COMPANY29 2.1.8CONCLUSION CUSTOMER SERVICE29 2.2FREQUENT FLYER PROGRAMS31 2.2.1BACKGROUND INFORMATION31 2.2.1.1Statistics Frequent Flyer Programs32 2.2.2CRITICAL SUCCESS FACTORS [...]
Strategic Airline Retailing And Solutions
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Author : Nawal K. Taneja
language : en
Publisher: Taylor & Francis
Release Date : 2023-11-07
Strategic Airline Retailing And Solutions written by Nawal K. Taneja and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-11-07 with Transportation categories.
While airlines have been looking into the next generation of retailing practices for several years, developments since the beginning of 2020 have accelerated the need to take retailing to a new paradigm. A singular focus now is the ever-changing demands of the current and next generation of customers and employees and managing their values. Examples of customer needs include a mobile-first approach, rich content, augmented and personalized end-to-end services with seamless, consistent, and contextualized experiences. While these concepts of retailing are not new, the challenge has been in bringing them to reality due to (a) the constraints of legacy systems and processes while transitioning to next-generation retailing systems, (b) the inaccessibility of real-time data coming from a wide variety of sources such as online shopping, social media, and operations, (c) the inability to monitor real-time behavior of customers and employees, (d) the lack of effective collaboration and cooperation within the travel ecosystem, and (e) the increasing lack of trust on the part of customers. This book provides a framework and technologies to convert retailing concepts—from shopping to fulfillment—into reality by (a) renovating an airline’s core and ancillary products, (b) progressing faster on digital and organizational transformation journeys to make better data-based decisions about retailing, (c) getting better at managing customer value by knowing who the customers are, (d) empowering, supporting, and listening to employees to meet their expectations, (e) asking the right questions to solve complex retailing problems relating to customers, competitors, and stakeholders, and (f) questioning common-held beliefs about the airline business. This book is indispensable for all airline executives and senior managers, as well as airline and airport commercial managers. It will also be enormously beneficial for retailers dealing with airlines and airports.
Aviation Business Strategy
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Author : Lucy Budd
language : en
Publisher: Routledge
Release Date : 2019-10-21
Aviation Business Strategy written by Lucy Budd and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-21 with categories.
The world's commercial aviation industry comprises a complex and highly diverse range of businesses with different forms of governance, ownership, management structure and organisational philosophies. The essays in this Volume address issues of market structure, focusing particularly on changes in the aviation industry that have resulted from policies of deregulation, as well as revenue, cost and pricing, airline mergers and acquisitions and the reasons for and characteristics of global airline alliances. One of the most significant developments in aviation business strategy over the last four decades has been the emergence and expansion of low cost carriers and the implications that this business model has had for the sector in terms of competition, route offering, service innovation and profitability. Central to these discussions are issues of cost and the need to manage yields. This raises the issue of pricing, elasticity, and price discrimination, all of which are of relevance to passenger airlines, air cargo operators and airports. Policies of air service deregulation and liberalisation have fundamentally changed the market structure of airlines and airports. As a result of new airlines entering the market place, many incumbent carriers sought to protect and grow their market share by reconfiguring their network into a hub and spoke operation and merging with, or acquiring their competitors. Another strategy airlines can use to increase their network presence, market power, and obtain enhanced economies of scale and scope is to enter into a strategic alliance with another carrier. Membership of an alliance enables a firm to access new markets that would previously have been difficult and/or expensive to operate into and help to overcome (at least in part) ownership restrictions, a lack of traffic rights to a particular country and markets with limited demand. Deregulation and liberalisation have also changed the competitive nature of the airline market and led to a change in the ownership and control of airports and airlines with many moving from the public to the private sector. The increasingly competitive and contestable market, combined with commercial imperatives to generate a return on investment, means that airlines and airports are incentivised to grow their business through marketing and enhanced customer loyalty. Airlines helped to pioneer the development of customer loyalty schemes and the resulting frequent flyer programmes have become a standard aspect of many full service airline operators' product offerings. However, increased competition and business model innovation have prompted a reconfiguration of these schemes with some low cost operators now incorporating elements of frequent flyer schemes.
Customer Relationship Management
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Author : P. Schulz Et Al.
language : en
Publisher: GRIN Verlag
Release Date : 2008-08
Customer Relationship Management written by P. Schulz Et Al. and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-08 with Customer relations categories.
Project Report from the year 2007 in the subject Business economics - Customer Relationship Management, CRM, grade: 86%, Macquarie University (Graduate Accounting and Commerce Centre), course: MKTG814, Managing Customer Relations (post-graduate unit), language: English, abstract: Lufthansa is Germany's aviation flagship company and also one of the major airlines operating on a global scale. Established in 1926, Lufthansa currently is one of the biggest members and also founders of the Star Alliance, the world's most important airline cooperation. Divided into five strategic business segments (passenger business, logistics, Maintenance Repair Overhaul, catering and IT services), the following report will focus on the passenger business segment and Lufthansa's activities in terms of customer relationship management (CRM) in this division. Being one of the first airlines to have established a customer loyalty program, Lufthansa successfully runs its frequent flyer concept Miles & More (Lufthansa, 2007). In a competitive environment like the aviation business, relying on a loyal customer base which generates a major part of the company's revenue is one of the key drivers for success. Due to cost pressure in the late 1990 ́s and the crisis in the aviation business after the terror attacks in 2001, airlines more than ever before recognized and appreciated the value of a relationship to its important profitable customer segments. Thus CRM strategies have become increasingly relevant for Lufthansa and other airlines. Lufthansa's CRM strategy in the passenger business segment is concentrated within the Miles & More program. Different statuses of memberships are designed to attend to customers throughout the stages of customer's lifetime and therefore represent the value of the customer for the company. Beneath the Miles & More surface, an accurate value chain is required. The value chain contains Lufthansa ́s Customer Portfolio Analysis, IT and Database Integration
Fundamentals Of Airline Marketing
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Author : Scott Ambrose
language : en
Publisher: Routledge
Release Date : 2021-05-27
Fundamentals Of Airline Marketing written by Scott Ambrose and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-05-27 with Transportation categories.
Applying fundamentals of marketing to commercial passenger air transportation, this textbook puts the emphasis on marketing principles and illustrative ways in which airlines can distinguish themselves within the highly competitive global marketplace. Fundamentals of Airline Marketing begins with a survey of current airline business strategies and the macro forces that have shaped the airline industry in the past and will continue to do so in the future. The growing importance of technology is discussed both from the perspective of better understanding customer needs and engaging more effectively with them. The central role of the "customer" is explored through the lens of modern segmentation and branding approaches. Coverage then shifts to the tactical decision areas consisting of the 4Ps—product, place, promotion, and price—in which marketers shape and execute their strategies. The book concludes with a focus on executing marketing initiatives internally through customer-facing employee groups and externally through the measurement and management of the customer experience. Fundamentals of Airline Marketing: • is an accessible textbook on the fundamentals of marketing for commercial passenger air transportation; • chronicles the marketing innovations and controversies that have been central to the historic shift in airline fortunes; • demonstrates how airline decisions fit within the fundamentals of marketing and how the marketplace is continuing to evolve; • provides a bridge between key marketing principles and their specific application to the airline industry in each chapter. This textbook is written primarily for undergraduate college students enrolled in aviation business administration programs and related courses. It will also serve as an accessible primer on airline marketing for industry professionals not presently working in marketing and for frontline airline employees seeking to learn more about marketing.
Harvard Business Review On Increasing Customer Loyalty
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Author : Harvard Business Review
language : en
Publisher: Harvard Business Press
Release Date : 2011
Harvard Business Review On Increasing Customer Loyalty written by Harvard Business Review and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Business & Economics categories.
How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or not.
Handbook Of Airline Strategy
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Author : Gail F. Butler
language : en
Publisher:
Release Date : 2001
Handbook Of Airline Strategy written by Gail F. Butler and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Aeronautics, Commercial categories.
Why I Hate Flying
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Author : Henry Mintzberg
language : en
Publisher: Texere Publishing
Release Date : 2001
Why I Hate Flying written by Henry Mintzberg and has been published by Texere Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Aeronautics, Commercial categories.
Provides an irreverent look at waiting at check-in, security gate, crowded seating, and airline food.