AirAsia should introduce a customer care program like United Airlines' "Make Amends" program to quickly solve customer issues and provide flight delay information. This would improve customer service and build customer confidence. AirAsia also needs to improve customer relationship management by personalizing service and care for each passenger to increase loyalty and future profits. Lastly, AirAsia should allow customers to call customer service directly for quicker problem solving rather than lengthy email exchanges.
AirAsia should introduce a customer care program like United Airlines' "Make Amends" program to quickly solve customer issues and provide flight delay information. This would improve customer service and build customer confidence. AirAsia also needs to improve customer relationship management by personalizing service and care for each passenger to increase loyalty and future profits. Lastly, AirAsia should allow customers to call customer service directly for quicker problem solving rather than lengthy email exchanges.
AirAsia should introduce a customer care program like United Airlines' "Make Amends" program to quickly solve customer issues and provide flight delay information. This would improve customer service and build customer confidence. AirAsia also needs to improve customer relationship management by personalizing service and care for each passenger to increase loyalty and future profits. Lastly, AirAsia should allow customers to call customer service directly for quicker problem solving rather than lengthy email exchanges.
0 Marketing strategies and programs recommended for AirAsia
7.1 Customer care program AirAsia should introduce the customer care program to solve the issue of their customer travel. For instance, they should follow the United Airlines step where they introduced Make Amends program that is dedicated to solve customer concerns right a way and at the same time provide immediate information if there is an occurrence in the delay of their flight. They solved this by forming a customer advocate center, this helps in rebooking passengers flight if its cancelled before its arrival at the airport. This Make Amends program to be useful and be implemented into AirAsia as it will improve their customer service, and this will eventually build confidence into the customers on the airline. The revolutionary element of the Make Amends program is that it instils customer value into the service equation. For instance, if the customers where to experience disservice, then the frontline employees and flight attendances who have access to the system would get the information on both the passengers history and value to the airline. Therefore, high value passengers will get the notification first regarding their flight delay, and can be offered special service or benefits in the event that their flight has been cancelled. 7.2 Customer relationship management AirAsia needs to improve its customer service as this will improve its brand image and change the perception or view of the new customers. This is in terms of offering better customer service in terms of dealing with queries of airline passengers . In order to improve the airline service, Customer relationship management concept can be applied to the AirAsia airline that may be used in terms of creating a personalized, and one-to-one experience that will provide the individual passengers a sense of being cared for. This kind of service can lead the customer to be loyal to the airline and in turn can generate future profit for the company. Moreover, this will also open up new marketing opportunities on the basis of customer preferences and their history (Wilson, et al., 2002). Lastly, in dealing with customer query, the current method used by AirAsia which is allowing the customers to email them directly as it may take a longer time for them to get a reply back. In addition, it may take several exchange of emails to get one query solved and this can lead to reducing the customers confidence on the Airline. Therefore, AirAsia can let the customers to call directly to the AirAsia customer service line as the customer can be dealt with quickly and also it would be convenient to the customer.
Working to Achieve Customer Satisfaction by Letting Our People Succeed. Conference
journal, April 4 - 5, 2001. Arthur W. Page Society. www.awpagesociety.com/public/journals/journal_spr0108.html
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