Mercator Blog

Topic: Customer Experience

Blockchain: The Next Evolution in Airline Loyalty Programs

In the US alone, the average household has memberships in 29 loyalty programs, with airline frequent flyer programs being one of the most common. Consumers are navigating a confusing maze of disconnected points and rewards systems—and quite frankly it’s unsustainable.

By

Reading time:

Topics: Aviation, Customer Experience

Read this post

3 Ways to Stand out in the Skies with Service 4.0

In the airline industry, like most other industries, customers are increasingly demanding a simple, intuitive, and personalized experience. For most airlines, meeting these demands will give them the competitive edge they need in a sector where margins are slim.

By

Reading time:

Topics: Aviation, Customer Experience

Read this post

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.

By

Reading time:

Topics: Aviation, Customer Experience

Read this post

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.

By

Reading time:

Topics: Aviation, Customer Experience

Read this post

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

By

Reading time:

Topics: Aviation, Customer Experience

Read this post

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.

By
Read this post