next generation airlines
DESCRIPTION
TRANSCRIPT
iHostess , Empowering Differentiation …
THE BATTLE FOR THE FRONT CABIN
Copyrights HCL. All Rights Reserved2
PERSONALIZED SERVICE -catering to different choices
Copyrights HCL. All Rights Reserved3
A Snickerdoodle with his tea always brings a smile on his face
He prefers a Jack and Coke during his evening trips
Mr. Bob LangerInvestment Banker
Mr. Bob Langer - an avid and religious reader of “The Wall Street Journal”
All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.
Copyrights HCL. All Rights Reserved4
He pairs it always with a Riesling
He has got a special liking for Chinese cuisine, especially a traditionally prepared Peking Roast Duck
K. SelamatSenior VP@A global IT major
Mr. Selamat religiously reads the International Herald Tribune every evening
All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.
Copyrights HCL. All Rights Reserved5
A Bourbon Slush always makes her day
Fresh fruit salads are her preferred flight menu
Ayesha ParveenEntrepreneur
Ms. Ayesha Parveen loves to utilize her flight time to read the latest issue of Vanity Fair
All characters appearing in this work are fictitious. Any resemblance to real persons, living or dead, is purely coincidental.
Copyrights HCL. All Rights Reserved6
20% of your customersgenerate
80% of your revenues80%
How do you cater to the disparate choices of this 20%?
Copyrights HCL. All Rights Reserved7
2/3 of what they readYour customers forget:
Copyrights HCL. All Rights Reserved8
Your customers forget:1/2 of what they hear
Copyrights HCL. All Rights Reserved9
But not a bit of a "A PERSONALIZED EXPERIENCE"
Copyrights HCL. All Rights Reserved10
What if you knew that your customer :
Copyrights HCL. All Rights Reserved11
Loves Santos Coffee
Copyrights HCL. All Rights Reserved12
Religiously reads The Straits Times
Copyrights HCL. All Rights Reserved13
Has flown half a million miles, and deserves a loyalty reward...
Copyrights HCL. All Rights Reserved14
Is celebrating his anniversary and you surprise him with a gift for his wife?
Copyrights HCL. All Rights Reserved15
You surprise your most frequent Japanese customer even on his unusual route with a SAKE
*A SAKE is normally served on a Japan sector
Copyrights HCL. All Rights Reserved16
ACTIVATE THE POWER OF PERSONALIZATION
iHostess - Leading the way!
Copyrights HCL. All Rights Reserved18
Celine ( Cabin crew)
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.
At the start of the flight
Thank you so much
(Wow! They know me
better than my wife)
Mr. Bob LangerInvestment Banker
Copyrights HCL. All Rights Reserved19
Celine ( Cabin crew)
During meal time
Great , I love the Riesling and satay,
they are just my favourite!
We have your favorite chicken and lamb satay for starters. We also
have the German Riesling which you regularly enjoy on this sector
Mr. Bob LangerInvestment Banker
Copyrights HCL. All Rights Reserved20
Celine ( Cabin crew)
At the start of the flight
Excellent. Thank you very much, this
is why i love flying with xxx ailrines
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.
Mr. Bob LangerInvestment Banker
Copyrights HCL. All Rights Reserved21
NOW YOU HAVE THE POWER
Copyrights HCL. All Rights Reserved22
NOW YOU HAVE THE POWERTo leave your competition BEHIND
Copyrights HCL. All Rights Reserved23
NOW YOU HAVE THE POWERTo Pamper your PREMIUM Customers
Know the last 10-15 travelled destinations leading to intelligent conversations with the passengers
Customize information based on his hobbies (eg Arsenal fan )
Offer a German Reisling on the AUS/NZ sector
Surprise the passenger with his favorite periodicals / beverages / food and tailor choices based on his specific needs and wants
Copyrights HCL. All Rights Reserved24
NOW YOU HAVE THE POWERHave 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
Copyrights HCL. All Rights Reserved25
NOW YOU HAVE THE POWER
Cater to the diverse needs and at the same time Enhance Personalization
Copyrights HCL. All Rights Reserved26
Thank you for your time
To know more, please write to [email protected]