Professional Documents
Culture Documents
Siddharth Joshi.(35) Shraddha Goje..(42) Vikas Lalwani.(44) Nitasha Lodha... (45) Vaidehi Mohole...(57)
Flow of presentation
Market share of Airlines Why CRM critical to airlines Ways to increase profitability Introduction to Jet Airways Products and services CRM at different stages in travel (pre, on board, post) Ladder loyalty Stages of relationship Bonding Brothers path CRM cycle Customer retention (measurement, interview, analyze & identify) Recommendations
IndiGo, 13.9%
In flight experience
Jet Mall
Jet kids
JetEscape s
Jet mobile
Travel Experience
Pre
On Board
Post
Pre..
Marketing Communication
Direct Email Mailings Information about Flights Reservation, Wait List Re-Booking & Refund Information about Delays and Cancellations (Call, SMS , Email ) Food Coupons to customers in case of delays Wheel chair Facilities & Lounge Services Ground Transportation Security Check-in Boarding & upgrading
Check-in
On Board
Flight
Personalized Service On Board sale of Duty Free products Arrival Services Managing Connections on Air
Post
Baggage Service
Baggage Information Lost Baggage Transfer to Partner Delivery to found bags to customers Residence
Customer Feedback
Claims Surveys In person Upgrades Miles Progam Lounge Services Air port Coupons for Customers
Rewards
Ladder Loyalty
Partner
Advocate
Stages of relationship
Platinum Silver Gold
Blue Blue plus Knowledge of customers Understanding unexpressed needs Effective communication Do the right things right Wow the customers
Trust
satisfaction
switching
Stages in relationship
Switching barriers
Financial
Mileage accrual JetLite & Jet Konnect
Loyalty program
Campaign management
Tie ups with credit card Tie ups with travel portals, agents etc Out bound e-mail
In flight experience Baggage tracing Complaint handling Web & kiosk Check-in
Customer retention
Measurement Interview Analysis Identify switching barriers
Measurement of Retention
Number of Customers Lost Customers valid for Jet Privilege Net Promoter Score (Jet Blue-64%)
Get a feedback
Categorising complaints
Acting upon it
Service Defectors
Better In-flight Experience
Organizational Defectors
Unsatisfied Internal Customers
Recommendations
Reward travellers Extensibility of benefits Unmet needs
Comparability
CRM
Simplicity
Thank you