| | February 20174CIOReview PublisherEditor-in-ChiefManaging EditorOffice Editorial queries editor@cioreviewindia.comAdvertising queriessales@cioreviewindia.comBangaloreTel 080 43112203DelhiTel 011 45992100 To subscribeVisit www.cioreviewindia.com/magazine-in or send email to: subscription@cioreviewindia.comCover price is Rs 150 per issueAshok KumarVirupakshi PattarSales & MarketingAmrit SinghIndranil ChakrabortyKirankumar HLRavi KalgiAlok ChaturvediPradeep ShankarVignesh AnantharajCIOReviewGroup Art DirectorVP - Sales & MarketingMagendran PerumalCirculation ManagerEditorial TeamChitra MishraEmmanuel Christi DasSuchita Gonsalves Vinisha Paiva CIOReview No. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugheshpalya, Bangalore-560017MaitreyeeCIOReviewVOL 5 · ISSUE 2-2 · FEBRUARY 13 - 2017Sheethal M SSr. VisualizerVisualizerPrinted and published by Alok Chaturvedi on Behalf of BizprintMedia Technologies Pvt Ltd and Printed at Precision Fototype Services at Sri Sabari Shopping Complex, 24 Residency Road Bangalore-560025 and Published at No. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugeshpalya, Bangalore-560017. Editor Pradeep ShankarCopyright © 2017 BizprintMedia Technologies Pvt Ltd, All rights reserved. Re-production in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher.EditorialEditorialWhat technology has done for the airline industry is place the power of their growth in the hands of its passengers. Airlines are hence forced to find novel ways to engage with customers and create lasting relationships, which seems to be the mantra for every aviation company today. What this means is that they need to step out of the enterprise comfort zone and engage in real time with the customer. This can ensure that the airlines can increase brand equity, while at the same time get valuable insights into the mind of today's customers. While some aviation companies have taken the lead and are aggressively engaging with customers on social media, others are quickly jumping into the bandwagon owing to the growing precedence of social media in CRM initiatives. The future of Aviation CRM thus lies in how quickly airline employees can respond to customer queries, complaints, tweets and Facebook posts round the clock. Hence it is imperative for aviation companies to strategize and partner with the right vendors who can provide them with a turnkey resource pool of modern technology platforms and social media experts who can help enhance the overall brand value of the company. As the focus shifts towards online platforms, it is no surprise that 75 percent of airline tickets are purchased online. A good example is how the automation of web check-ins has largely improved conveniences. The usage of Smartphones is paving the path towards a future of mobile CRM and mobile revenue generation streams. However, there has to be heed to caution so as to not neglect the offline channels of communications. For many service related complaints, customers can get annoyed listening to automated voices, no matter how effective the process is, they still prefer a customer service agent who can understand the specific needs. Something as simple as a click to call feature, while a customer struggles with a debit card billing process, can make a load of difference to the statistics of the company's online customers. Organizations that have a strong focus on bettering the Indian aviation space, both in their online and offline areas, has been the focus of this year's aviation special issue. We have also curated critical insights from the industry's top CIOs who give invaluable insights into the trends within the aviation industry today.Do let us know what you think. W Vignesh AnantharajManaging Editorvignesh@cioreviewindia.comCombining Offline andOnline Channels
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