Editorial: Leaders wanted!
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...
View ArticleWhy 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 →
View ArticleYour 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...
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Two (global alliance member) airlines go bust and nobody notices – why...
Spain’s Spanair and Hungary’s Malev airlines went bankrupt. What can we learn from a Customer Experience Management (CEM) perspective? Continue reading → [[ This is a content summary only. Visit my...
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Customer centricity is dead, long live profit centricity!
After years of developing customer experience management (CEM) projects, I found consistently that companies with mediocre margins and profits produced also only a mediocre customer experience....
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FFPs: stop rewarding the wrong customer. Get the experience right!
Many loyalty and frequent flyer programs are inconsistent with the corresponding customer segment value proposition. Making a FFP customer experience oriented. Continue reading → [[ This is a content...
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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! Readers who viewed this page, also...
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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...
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Hitit’s Crane Talk covers avionline’s CEM methodology for FFP
Hitit's Crane Talk covers avionline's CEM methodology for FFP Continue reading → [[ This is a content summary only. Visit my website for full links, other content, and more! ]]
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Innovation: The airlines’ long march from cost to value centricity. The Latin...
Innovation creates new and often unexpected value and revenue generators. Without innovation, an airline company only produces a commodity that competes on price, resulting in reduced margins and...
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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 → [[ This is a content summary only. Visit my website for full links, other...
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The payment customer experience
One of the weakest links in the airline Customer Experience Itinerary chain is the payment experience. Continue reading → [[ This is a content summary only. Visit my website for full links, other...
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The Golden Gap of Loyalty Programs: Why your best customers defect just when...
The Golden Gap in Loyalty Elite Tiers: The lack of an attractive, segment value proposition or making the next elite tier a too high hanging fruit forces your best customer to defect to the loyalty...
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Is Ryanair cheap? Let’s reverse–engineer the value proposition.
Avionline’s Value Generation Management (VGM) methodology looks at opportunities to generate value for different customer segments at the different touch points along the service chain. Typically,...
View ArticleEditorial: Leaders wanted!
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...
View ArticleWhy 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 →
View ArticleClik here to view.
FFPs: stop rewarding the wrong customer. Get the experience right!
Many loyalty and frequent flyer programs are inconsistent with the corresponding customer segment value proposition. Making a FFP customer experience oriented. Continue reading →Readers who viewed this...
View ArticleClik here to view.
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!Readers who viewed this page, also...
View ArticleClik here to view.
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...
View ArticleClik here to view.
Hitit’s Crane Talk covers avionline’s CEM methodology for FFP
Hitit's Crane Talk covers avionline's CEM methodology for FFP Continue reading →Readers who viewed this page, also viewed:Best practiceRainer UphoffOh no, Iberia, you just screwed up again. Do you...
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