Next Generation Airlines

THE BATTLE FOR
THE FRONT CABIN
iHostess , Empowering
Differentiation …

PERSONALIZED SERVICE -
catering to different choices

2 Copyrights HCL. All Rights Reserved

Mr. Bob Langer - an avid and religious
reader of “The Wall Street Journal”

Mr. Bob Langer
Investment Banker

A Snickerdoodle with his tea always brings
a smile on his face

He prefers a Jack and Coke during his
evening trips

All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.

Mr. Selamat religiously reads the
International Herald Tribune every evening

K. Selamat
Senior VP@
A global IT major
He has got a special liking for Chinese
cuisine, especially a traditionally prepared
Peking Roast Duck

He pairs it always with a Riesling


Ms. Ayesha Parveen loves to utilize her
flight time to read the latest issue of Vanity
Fair

Ayesha Parveen
Entrepreneur

Fresh fruit salads are her preferred flight
menu

A Bourbon Slush always makes her day


20% of your customers
generate 80%
80% of your revenues

How do you cater to the disparate choices of this 20%?


Your customers forget:
2/3 of what they read


Your customers forget:
1/2 of what they hear


But not a bit of a
"A PERSONALIZED EXPERIENCE"


What if you knew that
your customer :


Loves Santos Coffee


Religiously reads The Straits Times


Has flown half a million miles, and
deserves a loyalty reward...


Is celebrating his anniversary and you
surprise him with a gift for his wife?


You surprise your most frequent Japanese
customer even on his unusual route with a
SAKE

*A SAKE is normally served on a Japan sector


ACTIVATE THE POWER
OF PERSONALIZATION


At the start of the flight

Good Evening Mr. Bob!. Here is a copy of International Wall Street
Journal for the past 2 days when you were away and your favorite
Fortune magazine
~Santos Aroma coffee (Extra Hot, with Equal sugar) which you love
to have during your evening flights.
Celine ( Cabin crew)

(Wow! They
know me
better than
my wife)
Thank you so much

Mr. Bob Langer
Investment Banker


During meal time

We have your favorite chicken and lamb satay for starters. We also
have the German Riesling which you regularly enjoy on this sector


Great , I love the Riesling and satay,
they are just my favourite!

Mr. Bob Langer
Investment Banker


At the start of the flight

If you are still having the back pain Sir which you had on your last
flight with us a couple of days back, you may use the back
massager which we have specially installed in your seat.


Excellent. Thank you very much, this
is why i love flying with xxx ailrines

Mr. Bob Langer
Investment Banker


NOW YOU HAVE THE POWER


To leave your competition BEHIND


To Pamper your
PREMIUM Customers
Know the last 10-15 travelled destinations
leading to intelligent conversations with the
passengers

Surprise the passenger with his favorite
periodicals / beverages / food and tailor
choices based on his specific needs and wants

Customize information based on his hobbies
(eg Arsenal fan )

Offer a German Reisling on the
AUS/NZ sector


Have your host speak like a SOMMELIER /
Tour Guide
Know the Wine type, region, growth, year ,
aroma, vintage, owner

Provide information on What’s happening
and key places to see



Cater to the diverse needs and at the same
time Enhance Personalization


Thank you for your time
To know more, please write to ideas@hcl.com


Next Generation Airlines

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Mehr von HCL Technologies

Mehr von HCL Technologies (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Next Generation Airlines