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.
To learn more and discuss how your organization could benefit from Lufthansa Consulting’s expertise on Crisis Recovery, please get in touch.
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