CRM in Singapore Airline (SIA working on CRM )
14
EMBEDDING A CUSTOMER CENTRIC CULTURE ACROSS YOUR BUSINESS ON BOARD EXPERIENCE SERVED THEM ON THEIR PREFERENCES
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Transcript of CRM in Singapore Airline (SIA working on CRM )
- 1. EMBEDDING A CUSTOMER CENTRIC CULTURE ACROSS YOUR BUSINESS ON BOARD EXPERIENCE SERVED THEM ON THEIR PREFERENCES
- 2. DRIVING CUSTOMER LOYALTY AND REDUCING CHURN Customer Ritual Emotional Connection Great Customer Service
- 3. REDUCING COSTS AND INCREASING ROI FROM YOUR CEM INVESTMENTS DELIGHTS CUSTOMERS USES ITS OWN FACILITIES TRAINING EMPLOYEES REDUCE WASTE
- 4. DIFFERENTIATED EXPEREIENCE IFEERENTIATED
- 5. CONSISTENCY RELIABILITY BETTER TRAVEL EXPEREIENCE INNOVATION BEST TECHNOLOGY EXCELLENT CUSTOMER SERVICE GENUINE QUALITY SIA has differentiated by identifying and delivering These basic pillars.
- 6. USING TECHNOLOGY TO PUT CUSTOMER FIRST
- 7. SINGAPORE AIRLINE AND (BT) WORK TOGETHER
- 8. CONTACT CENTER BEST PARACTICES
- 9. IT INCLUDES MULTICHANNEL SUPPORT FOR CUSTOMER CONTACT: VOICE EMAIL CHAT SOCIAL MEDIA WEB CHANNELS
- 10. WEB CHANNELS
- 11. ENHANCED CUSTOMER EXPERIENCE THROUGH EXCELLENT BILLING COMMUNICATIONS
- 12. BRIDGING THE GAP BETWEEN MARKETING AND TECHNICAL DEPARTMENT