Customer

Innovative strategies that focus on improving the passenger experience, resulting in enhanced loyalty and increased value for your customers and your business.

Our Customer Solutions

Customer experience strategy

Product and services

Marketing

Loyalty

Customer experience strategy

Customer experience is the backbone of customer satisfaction and a key factor for providing consistent and enjoyable services to build confidence in the world of aviation.

Customer experience strategy

Description

Ultimately it is about the passenger’s willingness to recommend an airline’s or an airport’s service. Truly listening to travelers and assessing their individual journeys will help your company to cater to their needs.

Choosing the right portfolio of measures to materialize short-term and long-term benefits is key to realizing a return on investment. Our experts assess all core elements of the customer journey at each touchpoint and evaluate risks and opportunities for revenue increases, cost cutting potential, sustainability improvements, health concerns and digitalization potentials. Lufthansa Consulting can help you develop a customer centric service portfolio, drive ROI and assess your digital maturity.

Customer experience strategy

Benefits

  • By taking care of key characteristics around the customer journey, from booking and check-in to boarding, in-flight and post-flight activities, a customer experience strategy ensures higher customer satisfaction and provides a clear guideline for investment priorities
  • Actively managing the customer experience, provides revenue opportunities as customers’ willingness to pay higher prices for aviation products increases
  • Providing an easy and consistent digital customer experience facilitates communication towards the customer and results in higher satisfaction scores while reducing process costs along the customer journey

Product and services

As part of the customer experience strategy, the customer journey should be integrated to provide passengers with an exceptional experience.

Product and services

Description

Analyzing each aspect of the customer journey is the right approach to align all services and focus them on the passengers. It is important to evaluate current practices, identify areas for improvement, and develop tailored solutions that optimize the overall customer experience at the various touchpoints. Such an evaluation can be based on passenger needs, personas, behavior analysis and the use of KPIs. Together with holistic insights along each step of the customer journey, this results in a balanced product and service strategy.

Product and services

Benefits

  • Ensuring a well-thought-out product and service strategy increases customer satisfaction and strengthens customer retention
  • Differentiation from competition, higher market share and competitive advantage is achieved by defining a customer-centric product and service portfolio
  • Well-designed products and services can help to increase sales by attracting customers who are willing to pay for higher-value products and services with higher revenues

Marketing

An organization’s brand promise is a main defining element of customer expectations along the customer journey.

Marketing

Description

Impressions conveyed during the inspiration and booking phase on websites, in advertising and with disruptive innovation such as the Metaverse, should correspond to the experience offered on the ground and in the air. For this reason, it is important to ensure that brand identity and customer strategy are harmonized as part of the brand positioning. By integrating detailed customer insights and profound industry knowledge, a consistent and customer-centric representation across all communication channels and markets can be achieved.

Marketing

Benefits

  • A customer-centric marketing strategy helps to reach more potential customers in the targeted segment
  • Selecting specific communication channels by focusing on the target group ensures effective use of marketing resources
  • Digital technologies generate relevant data and insights about customer behavior and trends that enable data-driven decision making

Loyalty

Loyalty, frequent flyer or status programs provide benefits to passengers and serve as a customer retention platform.

Loyalty

Description

On the basis of generated customer insights in the form of data, organizations are enabled to better customize their products and services to the needs of current and future traveler target groups. To develop or realign loyalty programs, defining the overall direction, setting up a partner network and integrating the program into the various touchpoints of the customer journey are key components for success. A successfully set up loyalty program leads to intensified customer engagement.

Loyalty

Benefits

  • Loyalty programs help to improve customer perception of the brand and make customers feel that the company cares
  • A loyalty program supports customer retention and loyalty by offering incentives, such as free upgrades, additional miles or other rewards
  • Loyalty programs induce higher customer profitability, as the benefits offered encourage travelers to fly more often or choose higher-value products and services

How can we help with our airline & airport consulting services?

Get in touch with our team of experts to discuss how we can help you fulfill your business aspirations.
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