Improving Service Quality Through Customer Analytics for a Leading Airline Company

Improving Service Quality Through Customer Analytics for a Leading Airline Company

Quantzig’s recent study on customer analytics for a leading airline company provides insights on competitive benchmarking, improving service quality, and devising customer retention strategies to ensure higher customer loyalty.

Importance of customer analytics in the airline industry

Customer analytics entails techniques such as data visualization, predictive analytics, information segmentation, and management. Customer analytics usually refers to the processes and tools that offer organizations relevant, timely, and accurate consumer insights that help them to devise effective marketing strategies. Every organization, irrespective of the industry that it operates in, has laid great emphasis on building long term relations with the customer and enhancing the consumer experience. Customer analytics assists businesses to analyze customer life cycle and gain detailed insights into their preferences and industry trends. In the airline industry, companies have faced low customer loyalty as they regularly change their airline preference. The high customer attrition levels can be attributed to factors such as an increase in ticket fares, low service quality and delivery standards among several others, thereby having a major impact on the success of the airline industry.

Quantzig’s team of expert analysts assist organizations by providing in-depth insights based on customer feedback on service quality. We help the company to identify the service quality gaps and redesign marketing strategies to build customer loyalty. Our analytics team helped the client develop a model for targeting customers and revamp the customer retention strategies by leveraging the insights obtained from various sources such as sales and account data, customer feedback, and revenue statements.

Robotic process automation enhances customer experience

Robotic process automation (RPA) helps organizations to achieve standardized service delivery levels. The RPA tools and software’s perform routine processes and lend a human touch while interacting with the customer, thereby enhancing user experience. Through RPA, businesses can automate the complete process of onboarding customers with limited human involvement. Companies can drive profitability and customer experience by integrating RPA technologies within its business processes.

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Outcomes and solutions offered

Quantzig’s customer analytics study on enhancing the service quality for the airline industry delivers incremental value to the client based on customer feedback, thereby re-designing customer retention and marketing strategies.  Some of the solutions offered are as follows:

  • Identified key factors that drive customer loyalty and devised new strategies to attract customers
  • Developed a robust customer targeting model by analyzing customer preferences and identifying areas of improvement
  • Helped increase flexibility and customer responsiveness to improve service quality levels

The complete case study on Customer Analytics Helps a Leading Airline Company is now available.

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