The Disloyal Customer
17 Dec
2018

The Disloyal Customer

 I was at a conference the other day and, whilst awaiting the first speaker’s presentation, I was chatting with the lady next to me. I am not sure how it came up in conversation, but the subject we started talking about was customer loyalty programmes and their associated loyalty cards.
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Library
21 Aug
2018

Information Banks - A Vision of the Future

 Catalysed by the recent hive of activity surrounding GDPR, a few strands of thought from the past and present have come together in my mind to extrapolate a view on how our personal information might be managed in the far future.
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Messages
23 Jul
2018

Getting the Message

 The news that Etihad passengers will be able communicate with the airline via WhatsApp got me thinking about my own messaging apps. I use quite a few. On my mobile I have Whatsapp, Facebook Messenger, Skype, LinkedIn, Snapchat, Viber and good old SMS. Apart from SMS, they all provide global communication for free.
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Airline Loyalty
26 Jun
2018

Is airline loyalty living in the dark ages?

 After writing my blog last month about customer relationship management moving on, I have to ask the question: “Are airline loyalty schemes still living in the dark ages?”
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Crmpic
28 May
2018

CRM is Moving On

 A week or so ago I saw a demonstration of one of the better CRM systems, specifically designed for travel companies. What impressed me is how sophisticated customer relationship management has become.
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Trip Planners
18 Jul
2016

The Customer has Arrived

 At the beginning of the month I ran the first of my Genesys Happiest Minds Executive Series seminars in partnership with Happiest Minds. The idea is that we will hold regular seminars exploring the most topical and pressing digital transformation issues that are concerning us in today’s travel industry.
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Rm
03 Dec
2015

RM vs CRM

 I have recently been exposed to revenue management. At the beginning of the month, I attended a Revenue Management and Pricing International (RMAPI) event. Watching the presentations and listening to the speakers, I was astonished at how mathematical RM is.
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Cjm
18 Nov
2014

Get in touch with your customer

 you want to provide to the customer the customer would like to receive. Examining these ‘moments of truth’ will identify gaps between the experience the customer desires and the one actually received. It is these moments of truth that give the customer an opportunity to form (or change) his/her impression about your business.
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Travel Agent Cartoon
02 Jun
2014

It’s Personal

 I was chairing Travel Distribution Summit Europe 2014 the week before last. Over the two days, we covered a lot of very topical topics such as OTAs vs direct reservations, metasearch, mobile, social media and more. It was a very good conference with a high calibre of speakers from many different sectors of travel. However, it left me thinking that there is one area of travel that technology has yet to tackle well.
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Vi Big Data Graphic V3 Low
17 Feb
2013

Big Data? Act Small

 Big data can unlock significant value by making information more transparent and usable. As organisations create and store more transactional data in digital form, they can collect more accurate and detailed information to help make better management decisions. Big data allows ever-narrower segmentation of customers and therefore much more precisely tailored products or services.
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