With Mindpearl recently winning the global contact centre outsourcing contract for Malaysia Airlines, I found myself relocating to Malaysia to manage this account from our newest centre, in Kuala Lumpur. Given Malaysia Airlines’ brand presence and prominence in global aviation, Mindpearl’s airline expertise and track record have naturally, been front of mind for me.
So what pearls of wisdom can I share with you about the modern airline customer and the customer service experience you should create for this customer? Well, it is very simple really. The airline industry and airline customers have changed drastically over the last decade. Today’s customer is global, social, tech-savvy and most of all, connected all the time. What they want and need is convenience, competence, personalisation and proactive value adds. What do I mean by this? Well, let me elaborate.
Convenience is key
Competence and Consistence are crucial
Create personalised experiences
We are extremely proud of our in-depth understanding of the airline sector and best in class service we provide for our airline clients. So what is the crux of my message? With 17 years’ experience under our belt as a contact centre outsourcer servicing airline clients, the best advice I can give any airline is to focus on prioritising communication and convenience. The modern airline customer craves information and simplicity. Give them this and they will be your customer for life.
Airline Case Studies
If you found my blog interesting, check out these airline case studies:
Aviation Industry Case Studies: Customised Solutions sustain Partnerships
Optimising Operations with an Innovative Approach
Publish Date: October 17, 2016 5:00 AM
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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