By this very classification these players should strive for high degree of customer delight and satisfaction. A positive first step would be to communicate with their customers in a much more personal manner so that they can win their trust and delight. For example what if a message can be sent to the passenger as soon as they have boarded the aircraft on the facilities available on the flight, the menu on offer, entertainment channels available on the flight and so on. This is one industry which has for decades used the load speaker (PR Systems) and instruction cards to communicate with their customers. Of course mobile phones needs to be shutdown after boarding, but there is a small window of opportunity to communicate these messages to the passenger. Today Wifi/internet access is permitted in aircrafts. There are numerous use cases through which this industry can delight their customer and win their trust.
Right information at the right time is the essence of all positive customer experience. Even if the information is negative in nature (like a flight delay notification), the very presence of the communication wins the trust of your customer/passenger. No information at times turns off your customer even after a pretty pleasant travel experience
Our prediction is that requirement for instant information notification will grow multi-folds in the coming decade for the travel industry. And traditional channels like ‘SMS’ and Email are not the solution as they are already losing out to instant messengers. MeOnCloud is a great platform to enable bidirectional structured communication.