Mercator Blog

Topic: Customer Experience

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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How They See It: 4 Things Airline CMOs Are Saying About Marketing

Marketing in the airline industry is changing by the second. From social media to data analytics, it seems everything reinvents itself every few months. This puts Airline CMOs in the hot seat. They must adapt to these changes, while simultaneously capitalizing on new opportunities.

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Topics: Aviation, Customer Experience

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Seeing Airline Customer Experience Through the Eyes of Passengers

  This past October, a first-of-its-kind report was released called the Group XP Experience Index. The report leveraged data from BrandZ, the world’s largest brand equity database, to evaluate brands according to the strength of their customer experience. The Group XP Experience Index contains 30 global

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Topics: Aviation, Customer Experience

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Mobile Apps: Creating Unrivaled Airline Customer Experiences

“Do you have an app?” Chances are, if you’re a business owner (or even working in business), you’ve heard this question in the last year. Apps are the cornerstone of the mobile experience. Companies across all industries have created their own apps to offer their services in faster, more convenient ways. In short, they want to create a better customer

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Topics: Aviation, Customer Experience

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How Airlines Can Tap Into The Emotion Of Customer Experience

Are price and convenience the two biggest factors for customers when it comes to flying? Possibly, but there’s certainly more to it than that. There are also airline loyalty programs, although those have inconsistent numbers and not everyone flies enough

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Topics: Aviation, Customer Experience

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Merchandising Economy Class in the Age of Airline Differentiation

Flight data website Routehappy, which provides seating and amenity information to large metasearch engines and airlines, now categorizes the markedly narrower, ten-abreast Boeing 777 seats as “standard”. The operating economics of 17-inch wide seats onultra-longhaul aircraft are clearly

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Topics: Aviation, Customer Experience

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