The customer experience is delivered through our product – both hard tangible product and soft service features – and how customers respond to this, whether flying with us again or telling their friends about their experience is how brands are built and destroyed.
Surprisingly for a business that is shaped by customer interactions with frontline staff, airlines do a remarkably bad job of defining a customer promise and then delivering this to the customer. Too many airline adopt a production mentality of simply flying the customer rather than understanding where the airline makes its money and addressing the relevant customer segments.
Nevertheless many airlines suffer from the following:
Against this background, Athena Aviation makes a difference by deploying a team of experts that have designed and delivered award winning brands, developed customer experience roadmaps and led 360 degree product transformation programs that have spanned ground, inflight and the web.
To explore a 360 degree refresh please get in touch with our brand, product and customer experience experts
Sudeep specialises in airline start-up, corporate strategy and commercial performance improvement. He focuses on start up planning and meeting revenue … More