This deck from 2001 outlines opportunities to improve customer experience and cross-sell capabilities within the SwissairGroup by selling Swissotel Hotels stay with a Swissair flight.
This was done with a team at the Rotterdam School of Management
2. Corporate Vision We believe that the significance of personal mobility and the availability of goods at all locations at all times will increase in the future. We address the resulting challenges and responsibilities by systematically emphasizing safety and quality while offering preflight and post flight services to safeguard long-term growth.
8. Quality of services Prices Low Low High High Ritz Carlton Four Seasons Marriott IBIS Novotel Swissotel
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12. Customer Service Enhancements with Integration 8719 Customized Menu Late-Arrivals Misrouted Luggage In-flight Internet Services System Swissair Customer Care Service (SwissConnection) 352
13. Customer access to in-flight internet service system Customer obtaining information from the system Customer check-in, SwissConnection, dinner reservations, etc. Information analyzed and store by the system In-flight Internet Services System
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15. Financial Perspective Internal Business Pespective Innovation and Learning Perspective Customer Perspective Return on Capital Employed Sales Growth Customer Lifetime Value Satisfaction Score Total Quality Management Employee Empowerment % of Sales from New Services Service Innovation Capability Market Share Customer Acquisition Customer Retention Customer Satisfaction Customer Profitability
