New disruptive technologies, the ubiquitous availability and use of digital devices like smartphones and the commoditization of the airline products make it harder and harder to stay competitive. Improving customer experience is imperative to ensure long term profitability and competitiveness for your airline. A comprehensive customer management approach is therefore essential in today’s successful and professional airline business.
The knowledge of customer needs along their journey, as well as market requirements and the beneficial capitalization on an effective customer interaction are critical business success factors.
We at Lufthansa Consulting will help you create a strategy to leverage the potential of digital transformation by using advanced analytics to obtain customer insights and produce meaningful passenger experiences. We will help you to harmonize customer oriented processes and build adequate organizational structures.