Personalizing the passenger experience as a way out of the Covid-19 crisis

Travelling has come to an abrupt halt after the introduction of severe travel restrictions and lock-downs of countries. The Covid-19 pandemic has changed the everyday lives of people worldwide within days, forcing airlines to be decisive and adaptable under tremendous time pressure to ensure the survival of the company. These dynamic developments are expected to trigger long-lasting changes in customers’ habits, demanding airlines to rethink and redesign commercial strategies. Reacting to customer needs by offering customized services across touchpoints is essential for airlines to come out of this crisis.

In this article, Lufthansa Consulting's Customer Experience (CX) and Revenue Management (RM) experts make a compelling argument as to why it is of high importance to prioritize and identify customer centric measures in order to recover revenues and to strive for long-term sustainability. 

Read the full article here

Further insights from Lufthansa Consulting’s aviation experts are available here

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