The various challenges that plague the aviation industry globally has not left our very own Indian airlines untouched. Rising customer demand, increased regulations, sporadic demand, heightened competition are just a few challenges that the industry faces today.
However, despite the challenges, there are companies like Southwest, Singapore Airlines and Jet Airways that have used digital to win and retain customers, provide better customer experience, and automate their systems and processes to unlock operational efficiency.
Jet Airways uses social media, mobile, and data analytics to better understand its customers and create targeted promotions. But, in order to understand the customer better, you need data that is not readily available on social media or through surveys. Jet Airways found the answer in its new platform “GlobalLinker” (Online marketplace for SMEs). The platform provides Jet Airways insights on its customer’s behavior, booking patterns, business connections, etc. It also provides Jet an opportunity to cross-sell and upsell to a large community of over 50,000 SME users.