Interaction Management For The Relationship Economy - Airlines [eBook]

These days, buying a flight doesn’t just involve buying a flight: most of the time, it means reserving a seat, adding a bag, or booking a hire car. Ancillary revenue from sources like these is crucial for airlines, and apps make it simpler than ever for customers to add these extras. However, it’s also key to remember that many customers choose an airline based on their experience of dealing with them, so particular attention needs to be paid to how upselling to customers whilst building positive relationships with them can be achieved.

This eBook outlines how intelligent audience building can target interactions on multiple channels, so that they enhance rather than disrupt a buyer’s experience, and drive ancillary revenue. We will illustrate exactly what this means via a case studies that demonstrate what this new landscape looks like in action for the Airline Industry.