Passenger loyalty requires a 360 degree approach to designing services
Passengers have never had such a choice of airlines and airport hubs through which to travel. With increased levels of choice comes a rise in customer expectations. Passengers spoilt with seamless technology-led customer experiences like Uber and Airbnb expect the very best in order to remain loyal.
Passengers are looking for joined-up end-to-end experiences delivered consistently at every journey touch point. Aviation companies must therefore place passengers at the very centre of their thinking and take a 360 degree approach to designing services. Loyalty is driven by consistent, seamless and memorable customer experiences.
It’s important to remember that passengers often connect through countries they will never visit, so the airport is sometimes the only glimpse they get of it. Airports are also the gateway to a customer’s final destination, framing their initial first impressions. Airlines are similarly under pressure to create a great representation of the experience of a country.
This presents an opportunity and a challenge to find new ways of fulfilling customers’ wanderlust by designing aviation experiences that delight and fully represent the hospitality, culture and sensibilities of a destination.
Moreover, these experiences should build customer anticipation about their destination, and help them reminisce about a place they were in. Doing this will drive customer loyalty and associate your company with positive emotive experiences.
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