Turning customers into advocates

Sabre Airline Solutions and ResponseTek Networks Corp., a global supplier of Customer Experience Management software and services, have partnered to introduce Sabre Customer Experience Manager for airlines worldwide.

The new offering enables airlines to “consistently deliver positive customer experiences by routing customer feedback directly to those who are accountable and enabling airlines to rapidly resolve issues, make improvements and assure overall quality of products and services”. The system enables an airline to continuously monitor customer interactions to improve satisfaction, increase customer loyalty and retention, and ultimately enhance and sustain revenue.

Airlines have historically had some of the lowest customer satisfaction scores across all industries, said Ed Thompson, vice-president - Distinguished Analyst, CRM, for Gartner.

“Their success is heavily dependent on delivering a positive customer experience. Setting reasonable expectations, delivering on those expectations, and then collecting real-time feedback in order to learn from customers will be the key mechanism for improving the customer experience,” said Thompson.

“Using Sabre Customer Experience Manager, carriers can increase customer satisfaction, customer loyalty and advocacy which will result in increased profitability and the ability to deliver customer experiences that are consistent with the brand promise,” said Gordon Locke, Sabre Airline Solutions vice president, marketing for Airline Passenger Solutions.

Sabre Customer Experience Manager will help an airline: Monitor customers’ experiences in real-time;  Listen to what customers want and encourage them to share their perceptions and experiences; Integrate insight from customers into the airline’s organisation in order to respond to and act on feedback; Determine, in real-time, which part of the airline is delighting or disappointing customers and immediately identify the people, processes or products serving or failing customers;  Establish metrics to help the organisation lower customer churn before customers turn to the competition; Shorten product and service improvement cycles and reduce revenue impact by instantly routing critical information to appropriate organisations to make improvements.