However much more is needed than just a shift in mindset and processes An

However much more is needed than just a shift in

This preview shows page 5 - 13 out of 60 pages.

However, much more is needed than just a shift in mindset and processes. An airline should find an experienced busi- ness partner, such as Sabre Airline Solutions ® , that can help develop the cus- tomer journey mapping strategy and drive it forward. And equally important, it must identify the right technology to support the strategy, such as SabreSonic ® Customer Sales & Service , a fully inte- grated customer-centric portfolio. This advanced technology provides the capabil- ity to identify and recognize your customers, collect and distribute customer information for operational decisions, and provide a holistic view of your customers to aid your airline in fulfilling its customer promises. a Julie Dent is a customer experience director for Sabre Airline Solutions. For additional information about customer journey mapping or SabreSonic Customer Sales & Service solutions, please send her an email message at [email protected] Interacting With Customers Customer journey mapping enables an airline to identify the touchpoints for which individual customers want and expect airline interaction. This approach helps airlines verify what is working well, what isn’t and where they need to invest. Check-In and at the airport Customer Acquisition/Retention
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Customer Journey Mapping Guide for Practitioners
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