Mercator Blog

Topic: Customer Experience

Offline and Online: The Customer Experience Merger Airlines Need

  From Virgin Atlantic’s fully connected Boeing 787s to Qantas’ VR headsets, airlines have been embracing digital transformation. Many of these moves have been the right choice. For airlines, going digital is no longer a mystery, but rather something they are learning to navigate.

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Topics: Aviation, Customer Experience

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Delivering a Tailored Experience to Airline Customers

Did you know the average American spends an average 11 hours a day with electronic media? From radio to smartphones to television, people are always connected. For companies, this exposure is a huge opportunity to present a unified brand image to gain new business. Airlines can do the same.

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Topics: Aviation, Customer Experience

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Redefining Airline Customer Experience: 5 Examples to Inspire Your Brand

“Personalization” is the buzz word in travel marketing today. The goal is to connect with the individual traveler and offer a tailored experience. As McKinsey notes, "This issue of relevance in our era of instant gratification is particularly pronounced because consumers are bombarded with messages, most of which are off target. Personalization

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Topics: Aviation, Customer Experience

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Airline Revenue Management: Maximizing Customer Experience Through Demand Management

Revenue management is not just about higher fares. Some view revenue management as a zero-sum game pitting spreadsheet-armed analysts against unsuspecting customers, where airlines develop complex algorithms to get as much out of passengers as possible.

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Unlocking Total Customer Value: Are Airlines Missing the Point of Loyalty?

In 1981, American Airlines launched AAdvantage—the world’s first airline mileage program. The goal: build loyalty by offering customers a way to accumulate points and get free flights. While this is still the main purpose, frequent flyer programs have morphed into something much more complicated.

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Topics: Aviation, Customer Experience

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The Airline Customer Experience: 5 Predictions for 2017

In the airline industry, customer service matters. Look at Southwest Airlines: their customer focus made it one of the world’s most popular airlines. The low-cost carrier, which regularly ranks among the top in airline customer experience, would never have become a household name without superior service.

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Topics: Aviation, Customer Experience

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