CASE STUDY

How Customer Analytics Helped a Leading Airline Company Improve Customer Service Levels Across Touch Points

Jul 16, 2017

It has been noted that almost every industry these days is focusing on building long-term customer relationships. Now more than ever, organizations are trying to analyze the entire customer life cycle in a hope to know the customers better. Although the airline industry has witnessed steady growth over the last three years, it has been facing numerous challenges, especially in retaining customers who are regularly changing their preferences from one airline service to another. This has made an immense impact on the survival and success of the airline industry. Moreover, there has been a noticeable trend of customer attrition in the airline industry due to the constant downfall in service delivery and service standards.

Quantzig’s customer analytics solution delivers incremental value to airline industry players based on customer feedback on different services. The customer analytics team also recommends competitive benchmarking, focusing on improved service delivery, service standards, and customer retention strategies to ensure higher customer loyalty.

Advanced customer analytics is revolutionizing the airline industry in myriad ways. Request a Free proposal to know how our solutions can help you predict customer behaviors and offer customized services to enhance their experience. 

Business Challenge

A leading airline industry player with offices across the globe was losing its customers consistently. This impelled the client to leverage customer analytics to minimize the gaps in the quality of service and improve service offerings to ensure long-term customer relationships.

Our Approach

Quantzig’s customer analytics team worked closely with the company to identify the gap model for the airline company, address organizational changes in end-user support, and realign marketing and sales strategies with customer retention goals. By analyzing the information obtained from various sources such as sales data, account data, customer feedback, and revenue data, our analytics team developed a detailed customer targeting model to refocus and reform the customer retention strategies.

Want to learn more about our customer analytics solutions and methodologies? Get in touch with our experts right away!

 Customer Analytics Benefits

  • Identify key factors that drive customer loyalty
  • Increase flexibility and responsiveness to improve customer service levels
  • Create a robust customer targeting model

Customer Analytics Predictive Insights

  • Helped improve customer responsiveness
  • Analyzed customer preferences and identify areas of improvement
  • Devise new plans to attract customers

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