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Airline Marketing Monthly - January 2019

  • Text
  • Airline
  • Mobile
  • Airlines
  • Marketing
  • January
  • Passengers
  • Monthly
  • Urban
  • Airship
  • Passenger
The January issue of AMM, published on 22/1. This includes a special supplement inside the magazine on the mobile traveller, produced in association with Urban Airship.


HOW AIRLINES CAN GROW BRAND LOYALTY & REVENUE BY CREATING HYPERPERSONALIZED CUSTOMER EXPERIENCES ON MOBILE In the introduction, we looked at the smartphone-led path many passengers have today. In this article, Emily Buckman, Global Strategic Consultant at Urban Airship, looks at how airlines can take advantage of this trend. Emily Buckman Global Strategic Consultant at Urban Airship As the mobile engagement partner for leading airlines around the world, including Alaska Airlines, Virgin America and Jet Airways, we’ve learned a thing or two about what matters to passengers and airlines when it comes to providing reliable, real-time, personalized mobile messaging at scale. In this post, see what it looks like to deliver a stellar experience on mobile before, during and after your customers’ day of travel. 36 The Mobile Traveller, in association with Urban Airship

Who wouldn’t want a personalized concierge/butler/BFF right by our side during a long and stressful day of travel? We work with many leading airlines that are creating this kind of hyper-personalized customer experience on mobile. Combining the user-level customer intelligence (like flight times, layover location/duration and loyalty/frequent flyer information) airlines have in their systems with other data sources (like airport information systems, weather APIs, etc.) opens up the opportunity to use mobile to be there for customers at exactly the time and place they need you the most. the Sydney Airport. See more of our Travel & Leisure customers. Be There For Customers Before, During and After Their Travel As marketers and customer experience managers at airlines know, it’s important not to overwhelm customers with too many mobile messages on a day of travel. However, it’s also important not to miss opportunities to upsell or deliver “nice-to-know” messages that can really improve customer experience. Mixing up your mobile messaging channels — and matching messages to the right mobile messaging tools — is key. Creating better connections with customers on mobile also pays dividends in improved brand affinity, customer loyalty, and NPS score/referrals, while helping reduce costly customer service calls, and contributing to increased ancillary revenue through upsells and add-ons. Read on to see how airline industry trends around mobile engagement are evolving — and how you can keep up with ever-growing customer expectations around mobile messaging before, during and after their day of travel. Urban Airship powers mobile engagement for top travel and leisure brands around the world — from Virgin America to Starwood Hotels and Results to Here are some examples of the compelling ways airlines can leverage multiple data sources and mobile messaging channels to make every customer feel like a VIP. The Mobile Traveller, in association with Urban Airship 37

Airline Marketing Monthly

Airline Marketing Monthly - January 2019
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Airline Mobile Airlines Marketing January Passengers Monthly Urban Airship Passenger

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