Airline Industry Flight Plan for Success: Personalizing the Travel Experience
- VOLUME XIII, ISSUE 8
- Executive Insights
Amazon.com and other companies have built successful brands by providing a positive customer experience beyond just the point of sale. Airlines, however, have struggled to engage with customers in between trips or personalize the passenger experience based on travel and lifestyle preferences.
L.E.K. Consulting’s new report outlines how airlines can gain a 360-degree view of your customers and offer targeted services that will generate more revenues and strengthen passenger loyalty to you. The new report shows how airlines can draw from a robust set of merchandising offerings to provide targeted services to the appropriate customer segment at the right time (whether it is during the research phase, booking, check in, online, via kiosk or onboard).