Customer Loyalty – is the mobile wallet the way of Loyalty in the future? http://wp.me/s3aCAV-2

What does it mean to be “customer-centric” as a Business?

Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences.

Customer Loyalty programmes assist and are the platform to meet this objective. Mobility plays an important part in meeting the demands of the customer and achieving the company objectives

But customer centricity isn’t merely a matter of adding up the different components of quality, service, insight and responsiveness.

You can and should introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

In the past I’ve found it helpful to explain the contrast between customer centricity and product centricity by understanding three criteria that actually help organisations to differentiate themselves from the competition. If you think about it, for a business to be competitively successful, it must meet three criteria:

  1. It must be able to satisfy a customer’s need
  2. It must identify a customer who wants that need satisfied
  3. Organisations must communicate in the media of preference and choice.

In this world of immediacy that we live in is the mobile wallet the way to go for customer loyalty in the future? What are your views

Loyalty and Mobile

 

Customer-Centricity – is the mobile wallet the way of Loyalty in the future? http://wp.me/s3aCAV-2

What does it mean to be “customer-centric” as an Airline or Business? Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences. Customer Loyalty programmes assist in this objective.

But customer centricity isn’t merely a matter of adding up these different components of quality, service, insight and responsiveness. You can introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

In the past I’ve found it helpful to explain the contrast between customer centricity and product centricity by understanding three criteria that actually help organisations to differentiate themselves from the competition. If you think about it, for a business to be competitively successful, it must meet three criteria:

  1. It must be able to satisfy a customer’s need
  2. It must identify a customer who wants that need satisfied
  3. Organisations must communicate in the media of preference and choice.

In this world of immediacy that we live in is the mobile wallet the way to go for customer loyalty in the future?  What are your views

Customer Loyalty – is the mobile wallet the way of Loyalty in the future? http://wp.me/s3aCAV-2

What does it mean to be “customer-centric” as an Airline or Business? Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences. Customer Loyalty programmes assist in this objective.

But customer centricity isn’t merely a matter of adding up these different components of quality, service, insight and responsiveness. You can introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

In the past I’ve found it helpful to explain the contrast between customer centricity and product centricity by understanding three criteria that actually help organisations to differentiate themselves from the competition. If you think about it, for a business to be competitively successful, it must meet three criteria:

  1. It must be able to satisfy a customer’s need
  2. It must identify a customer who wants that need satisfied
  3. Organisations must communicate in the media of preference and choice.

In this world of immediacy that we live in is the mobile wallet the way to go for customer loyalty in the future?  What are your views

Drive down Airline Costs – minimise Operational risk

Today most Airlines are wrestling with how to get inside the ‘Value Zone’ of the customer and improve the end to end Traveller experience.
The ‘Journeymap’ starts from the moment the customer makes a considered choice and books his ticket to the Airport experience, the in-flight experience right up until the point of departure and the after care thereafter.
A formidable challenge that can be impacted at every point of the Journey by Airline operational factors not attributable or within the Airline’s control.
Factors that cause major disruption & impact both from a customer experience perspective and a financial perspective are;

Weather the impact of flight delays due to unavoidable weather changes
Mechanical issues aging aircraft lead to increased mechanical issues
Aircraft Utilisation operational delays can impact network utilisation
Airport/Airspace Congestion re routing of aircraft, holds and tarmac delays impact efficiency
Union obligations Staffing overun on crew hours, compensation payments affect operational productivity and efficiency
CAA regulations increased penalties and impositions on airline operational delays

All of these factors can and do impact and disrupt operational core functions such as, Finance & Revenue management, Airline Call Centers, Cargo Operations, In-Flight Services, Ground Ops, Engineering, Crew Planning & Scheduling, Network Planning, Baggage Handling, and Customer Loyalty.

The compounded effect of this is a direct impact both in terms of the customer experience and operational efficiency & financial/risk imposed on the Airline.

I believe there is a need for a single common platform that integrates all of the potential impacted business areas and operational systems.
If we take a different view of individual business impacts and classify them as ‘events’ that can and do re occur over a timeline we can take a very different perspective on the risk and financial impact to the Airline. The reclassification or construct of business impacts to events would enable by use of event processing engines to group and categorise the core events by severity of impact and construct a model dynamically that turns data into information and via a ‘holistic real time view’ presents this information back to the Airline Management in real time for action.
In addition if we couple the ability to analyse the customer experience and financial impact of these events, pre rank and scenario re plan alternative business solutions to the issues to minimise future disruption and improve the service proposition – this must in my opinion be a major benefit to an Airline.

Aside

Customer-Centricity – is the mobile wallet the way of Loyalty in the future? http://wp.me/s3aCAV-2

What does it mean to be “customer-centric” as an Airline or Business? Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences. Customer Loyalty programmes assist in this objective.

But customer centricity isn’t merely a matter of adding up these different components of quality, service, insight and responsiveness. You can introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

In the past I’ve found it helpful to explain the contrast between customer centricity and product centricity by understanding three criteria that actually help organisations to differentiate themselves from the competition. If you think about it, for a business to be competitively successful, it must meet three criteria:

  1. It must be able to satisfy a customer’s need
  2. It must identify a customer who wants that need satisfied
  3. Organisations must communicate in the media of preference and choice.

In this world of immediacy that we live in is the mobile wallet the way to go for customer loyalty in the future?  What are your views