2. Loyalty programs have evolved
significantly over the past few years.
From a mere points-based system,
today’s airlines are managing their
frequent flyer programs as profit
centers. Today, it is about creating
memorable customer experiences and
engagement which means creating
lasting relationships.
LOYALTY MAY
MEAN DIFFERENT
THINGS TO
PEOPLE.
BUT,WE ALL
AGREE THAT IT
MEANS GREAT
BUSINESS! FINDTHE KEYTO A LASTING
RELATIONSHIP
Identifying and Retaining Customers
Customer identification and retention are challenging when airlines are
struggling to maintain their margins.Here,losing a high-value customer
to a competitor may prove to be a costly mistake.
Finding Right Loyalty Partnerships
Finding the right partners to tie-up with is important as partnership
management can be complex. It involves contracts and financial
commitment tracking, which is not present in the existing products.
Customer Service
Providing consistent service to all frequent flyers across different
customer touch points (offices, airports, call center, etc.) is a challenge.
This can be achieved through a centralized customer database that
provides member details along with travel patterns.
WIPRO LOYALTY OFFERINGS
Wipro offers business critical loyalty offerings for the aviation industry.
Our offerings have evolved through years of in-depth experience in the
airlines industry. Our products and services ensure that your loyalty
program works. Simply put, our sole aim is to add value to both your
business and your customers.
3. THE CUSTOMER ENGAGEMENT ORBIT
GETTING
ENGAGED
ENTICING
YOUR
CUSTOMER
MAKING IT
WORK
Engage, Dynamics and Returns are the orbits of loyalty!
These are interlinked as a more engaged member will add
tremendous value to the program to ensure greater returns
on the program investments.But for all of this to happen,the
program dynamics needs to be sharpened and addressed.
GETTING ENGAGED
INCREASE PROGRAM STICKINESSTHROUGH
PROGRAM ENGAGEMENT
Customer Communication: In a world of multi-channel
communication,it is critical to understand member queries and address
them immediately first-time-right. Wipro’s solution helps profile and
segment-based customer communication, Digital Fulfilment, and
multi-lingual 24x7 Customer Service Centre.
Rewards: Rewarding members goes a long way in building customer
loyalty. Finding an available seat for miles earned is one of the most
difficult aspects for a Loyalty Manager. However, the same miles can be
burnt on non-air rewards that a member wishes to create customer
delight. Our Dynamic Reward Platform offers just that while creating
an ancillary revenue tool internally.
Social Loyalty: Reward customers for a “like” or a positive comment
on social media sites increases customer stickiness and program
engagement.Wipro’s “Go Social” platform redefines social loyalty.
ENTICE YOUR CUSTOMER
LEVERAGETHE POWER OF DATATO ENHANCE
THE PROGRAM DYNAMICS
»» Data Analytics: Information collected over years can be used
for Analysis, predictive modelling and geo-profiling. Further, new
models can be built for member acquisition, churn, etc. while
using program metrics for loyalty tier modelling.
»» Customer Experience: Digital marketing is where true
personal interactions exist and thrive.Wipro’s integrated
marketing and loyalty management system helps marketers
crunch huge data for insights that can create sticky customer
interactions.
»» Promotions & Campaigns: Millions of dollars are spent on
promotions and campaigns without much result.Wipro offers a
dynamic campaign management tool with:
• Rules based campaign management system
• Personalized communication based on segments & clusters
• Integrated communication templates for easy campaign
and promotion design
• Campaign ROI modelling
MAKING IT WORK
HOWVALUABLE ISYOUR PROGRAM?
»» Financial Analysis and Reporting: A P&L loyalty tool
provides information on whether the program is actually working
and if it has added to the airline’s bottom line.
»» Liability Management: Often, billions of miles remain unused.
However, the IFRIC 13 rule mandates that unless the miles are
redeemed, they cannot be taken out of the net liability count.
Wipro offers many simple yet effective liability management
products:
oo Prize Draws
oo Auctions
oo Gaming including Scratch Cards,Token Matching, and Social
Games
»» Ancillary Revenue: Loyalty Programs, if leveraged effectively,
can be a source for ancillary revenue.Wipro’s products create
both ancillary revenue and customer engagement.
»» Merchant funded earn platform: Utilizing the power of
3rd party merchants and the airline brand to create a win-win
proposition for the merchant member and the airline.
WHAT IFTECHNOLOGY COULD
POWER NOT JUST REVENUE BUT
REAL RELATIONSHIPS?
Estimates suggest that there will be at least 130 airline loyalty programs
and more than 150 million members in the coming 30 years. AtWipro,
we help you create relationships that endure.
To know more, write to info@wipro.com
