Loyalty Management in the Airline Industry - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Loyalty Management in the Airline Industry write by Ben Beiske. This book was released on 2002-05-29. Loyalty Management in the Airline Industry available in PDF, EPUB and Kindle. 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 [...]
Customer Relationship Management in the Airline Industry
Customer Relationship Management in the Airline Industry - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Customer Relationship Management in the Airline Industry write by Volker Schmid. This book was released on 2011-12. Customer Relationship Management in the Airline Industry available in PDF, EPUB and Kindle. Seminar paper from the year 2005 in the subject Business economics - Customer Relationship Management, CRM, grade: A, University of Teesside (Teesside Business School), course: Customer Relationship Management, 22 entries in the bibliography, language: English, abstract: To analyse the consumer behaviour presents an important criteria to be successful in the airline industry. This text gives answers to most relevant questions regarding consumer behaviour, using Air Lingus as an example. Finally, it includes a plan to implement a relationship marketing programme.
Customer Loyalty in the Airline Industry
Customer Loyalty in the Airline Industry - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Customer Loyalty in the Airline Industry write by Roberta Minazzi. This book was released on 2005. Customer Loyalty in the Airline Industry available in PDF, EPUB and Kindle. The aim of this paper is to study loyalty programs in the airline industry. In particular, FFP's are analysed. FFP's have the objective to reward customers that travel with the airline for more than 10-12 times every year. They collect miles that can use to obtain allowances and other advantages. Are FFP's only promotional tools based on price competition or are they relationship marketing strategies that want to create long-term customer loyalty? This paper tries to answer this question analysing objectives, costs, risks and effectiveness of FFP's. Finally FFP's of major airlines are analysed. Findings reveal a main trend that is the creation of international networks based, not only on partnership among airlines, but also on alliances with operators of other industries such as banks, mobile operators, credit cards, hotels, etc. Existing international alliances are Sky Team, Oneworld and Star Alliance. This concentration trend entail the integration of loyalty programs towards the creation of "extended" FFP's, which include programs of each operator of the alliance.
Harvard Business Review on Increasing Customer Loyalty
Harvard Business Review on Increasing Customer Loyalty - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Harvard Business Review on Increasing Customer Loyalty write by Harvard Business Review. This book was released on 2011. Harvard Business Review on Increasing Customer Loyalty available in PDF, EPUB and Kindle. 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.
Relationship Marketing
Relationship Marketing - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Relationship Marketing write by Thorsten Hennig-Thurau. This book was released on 2013-06-29. Relationship Marketing available in PDF, EPUB and Kindle. Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS
