Airline digital channels: Starting the conversation

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Information about Airline digital channels: Starting the conversation
Business & Mgmt

Published on January 13, 2009

Author: dancingmango

Source: slideshare.net

Description

What are the customer touchpoints for an airline in the future? How will customers use web 2.0 and different channels to interact with the airline, before, during and after flying? This presentation may not give all the answers, but is designed to get you thinking. Thinking in terms of customer journeys rather than cold features and functionality. http://www.dancingmango.com/blog/2009/01/13/what-is-the-storywhat-is-the-story/ for me details

Airline digital channels Starting the conversation Marc McNeill www.dancingmango.com

Four stories Group leisure traveler Business traveler Individual leisure traveler Bargain Hunter

Plan & book http://www.flickr.com/photos/clappstar/131011191/

Dan Group leisure traveler

Dan’ from London. He wants to see the Rugby 7s in Hong Kong with his mates http://www.flickr.com/photos/djs1021/191259579/

He checks out the new Airline Website http://www.flickr.com/photos/johnwardell/125588728/ www.designcomics.org/

The process is not enter data www.designcomics.org/

Wait

Not what I want

Oh dear…

Instead it is intelligent searching

Creates itinerary and shares with friends

Collaborative booking http://www.flickr.com/photos/djs1021/43672433/in/set-72157608136968732/

Kim Business traveler

Kim’s PA, Kayleigh takes a call from her to book flights to Singapore http://www.flickr.com/photos/impala74/2541455399/

Kim is notified on her Blackberry that the booking has been made http://www.flickr.com/photos/edyson/21265490/

Chan Leisure traveler

Chan is looking to go somewhere exotic http://www.flickr.com/photos/travellingtamas/2557594299/

Interactive tool to help him find http://www.flickr.com/photos/travellingtamas/2557594299/

Michelle Budget traveler

Michelle wants a cheap deal for a weekend getaway http://www.flickr.com/photos/beglen/152030382/

Alert of great deal sent to Michelle’s desktop

To the airport http://www.flickr.com/photos/stephangeyer/3020487807/

Notification of flight delays on mobile http://www.flickr.com/photos/edyson/21265490/

And on the web

And in the executive lounge http://www.flickr.com/photos/superciliousness/393598076/

{shared services multiple applications} Web site Community content Shared accounts Services Systems Telephony SMS Mobile browser Agent web site Kiosk

At the airport http://www.flickr.com/photos/s_chang/2707780011/

Boarding pass http://www.flickr.com/photos/kevron/2319852737/

Boarding pass

{shared services multiple applications} Web site Community content Shared accounts Services Systems Telephony SMS Mobile browser Agent web site Kiosk

Which gate?

In-flight shopping and pre-purchase before boarding http://www.flickr.com/photos/ari/766758756/

In-flight Consistent web experience – the airline knows my seat, knows me http://www.flickr.com/photos/e8club/285674658/

My partner can see where I am at home on her TV http://www.flickr.com/photos/lexrex/59956502/

{shared services multiple applications} Web site Community content Shared accounts Service Systems Telephony SMS Mobile browser Agent web site Kiosk

Arrival http://www.flickr.com/photos/dougww/577957052/

Consistent experience on the phone http://www.flickr.com/photos/petroleumjelliffe/694990145/

Loyalty + community

Customer conversation

Creating experience based differentiation through digital channels http://www.flickr.com/photos/premshree/58158388/

http://www.tripit.com http://www.dopplr.com/ http://media.b-reel.com/fb/ving_rmh/index_en.html http://www.kayak.com http://farecast.live.com http://insidetrip.com/ http://www.boo.com/ http://www.nileguide.com/ http://www.tripbase.com/ http://www.vibeagent.com/ http://www.southwest.com/ding/ http://www.flightstats.com http://www.seatguru.com/ http://www.yapta.com/ http://www.dohop.com/ http://www.flyertalk.com/ http://www.fbgolfclub.com/ http://www.ideastorm.com/ Learn more marc mcneill www.dancingmango.com

http://www.tripit.com

http://www.dopplr.com/

http://media.b-reel.com/fb/ving_rmh/index_en.html

http://www.kayak.com

http://farecast.live.com

http://insidetrip.com/

http://www.boo.com/

http://www.nileguide.com/

http://www.tripbase.com/

http://www.vibeagent.com/

http://www.southwest.com/ding/

http://www.flightstats.com

http://www.seatguru.com/

http://www.yapta.com/

http://www.dohop.com/

http://www.flyertalk.com/

http://www.fbgolfclub.com/

http://www.ideastorm.com/

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