With so many different customer touchpoints, airlines excel at collecting the context required to stage highly personalised customer experiences
As an airline, the number of touchpoints you have with your customers should fill customer experience professionals in other industries with envy.
From research to booking, boarding to baggage claim, your passengers are providing context and – literally – prgressing through a fairly well defined customer journey.
By recognising the key moments where customer effort peaks, airlines can use this context to drive proactive engagement, reduce stress, and drive loyalty.
And with ticket prices falling and a large proportion of your costs – airport charges, government taxes, fuel costs, and unionised staff – outside of your control, creating new ways to exchange more value with passengers is crucial.
Our approach to customer experience design is iterative, meaning whatever stage your airline is at in instilling customer experience thinking as a key discipline we can help you along the way.
We can work on specific projects, addressing specific customer journeys. But we far prefer engaging on a basis that helps instil customer experience design as a key discipline that survives way beyond our involvement.