Airline digital channels: Starting the conversation
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![Page 1: Airline digital channels: Starting the conversation](https://reader035.fdocuments.net/reader035/viewer/2022062616/54b537664a79594f358b461e/html5/thumbnails/1.jpg)
Airline digital channelsStarting the conversationAirline digital channelsStarting the conversation
Marc McNeillwww.dancingmango.com
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Four storiesFour stories
Group leisure traveler Business traveler
Individual leisure traveler Bargain Hunter
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Plan & bookPlan & book
http://www.flickr.com/photos/clappstar/131011191/
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Dan Group leisure travelerDan Group leisure traveler
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Dan’ from London. He wants to see the Rugby 7s in Hong Kong with his matesDan’ from London. He wants to see the Rugby 7s in Hong Kong with his mates
http://www.flickr.com/photos/djs1021/191259579/
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He checks out the new Airline WebsiteHe checks out the new Airline Website
http://www.flickr.com/photos/johnwardell/125588728/www.designcomics.org/
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The process is not enter dataThe process is not enter data
www.designcomics.org/
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WaitWait
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Not what I wantNot what I want
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Oh dear…Oh dear…
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Instead it is intelligent searchingInstead it is intelligent searching
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Creates itinerary and shares with friendsCreates itinerary and shares with friends
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Collaborative bookingCollaborative booking
http://www.flickr.com/photos/djs1021/43672433/in/set-72157608136968732/
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Kim Business traveler
Kim Business traveler
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Kim’s PA, Kayleigh takes a call from her to book flights to SingaporeKim’s PA, Kayleigh takes a call from her to book flights to Singapore
http://www.flickr.com/photos/impala74/2541455399/
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Kim is notified on her Blackberry that the booking has been madeKim is notified on her Blackberry that the booking has been made
http://www.flickr.com/photos/edyson/21265490/
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Chan Leisure travelerChan Leisure traveler
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Chan is looking to go somewhere exoticChan is looking to go somewhere exotic
http://www.flickr.com/photos/travellingtamas/2557594299/
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Interactive tool to help him findInteractive tool to help him find
http://www.flickr.com/photos/travellingtamas/2557594299/
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Michelle Budget travelerMichelle Budget traveler
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Michelle wants a cheap deal for a weekend getawayMichelle wants a cheap deal for a weekend getaway
http://www.flickr.com/photos/beglen/152030382/
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Alert of great deal sent to Michelle’s desktopAlert of great deal sent to Michelle’s desktop
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To the airportTo the airport
http://www.flickr.com/photos/stephangeyer/3020487807/
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Notification of flight delays on mobileNotification of flight delays on mobile
http://www.flickr.com/photos/edyson/21265490/
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And on the webAnd on the web
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And in the executive loungeAnd in the executive lounge
http://www.flickr.com/photos/superciliousness/393598076/
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Web site
Telephony
SMS
Mobile browser
Community content
Shared accounts
ServicesServices
Agent web site Kiosk
Systems
{shared services multiple applications}{shared services multiple applications}
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At the airportAt the airport
http://www.flickr.com/photos/s_chang/2707780011/
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Boarding passBoarding pass
http://www.flickr.com/photos/kevron/2319852737/
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Boarding passBoarding pass
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Web site
Telephony
SMS
Mobile browser
Community content
Shared accounts
ServicesServices
Agent web site Kiosk
Systems
{shared services multiple applications}{shared services multiple applications}
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Which gate?Which gate?
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In-flight shopping and pre-purchase before boarding In-flight shopping and pre-purchase before boarding
http://www.flickr.com/photos/ari/766758756/
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In-flightIn-flight
Consistent web experience – the airline knows my seat, knows me Consistent web experience – the airline knows my seat, knows me
http://www.flickr.com/photos/e8club/285674658/
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My partner can see where I am at home on her TVMy partner can see where I am at home on her TV
http://www.flickr.com/photos/lexrex/59956502/
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Web site
Telephony
SMS
Mobile browser
Community content
Shared accounts
ServiceService
Agent web site Kiosk
Systems
{shared services multiple applications}{shared services multiple applications}
![Page 37: Airline digital channels: Starting the conversation](https://reader035.fdocuments.net/reader035/viewer/2022062616/54b537664a79594f358b461e/html5/thumbnails/37.jpg)
ArrivalArrival
http://www.flickr.com/photos/dougww/577957052/
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Consistent experience on the phoneConsistent experience on the phone
http://www.flickr.com/photos/petroleumjelliffe/694990145/
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Loyalty + communityLoyalty + community
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Customer conversationCustomer conversation
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Creating experience based differentiation through digital channels
Creating experience based differentiation through digital channels
http://www.flickr.com/photos/premshree/58158388/
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http://www.tripit.comhttp://www.dopplr.com/http://media.b-reel.com/fb/ving_rmh/index_en.htmlhttp://www.kayak.comhttp://farecast.live.comhttp://insidetrip.com/http://www.boo.com/http://www.nileguide.com/http://www.tripbase.com/http://www.vibeagent.com/http://www.southwest.com/ding/http://www.flightstats.comhttp://www.seatguru.com/http://www.yapta.com/http://www.dohop.com/http://www.flyertalk.com/http://www.fbgolfclub.com/http://www.ideastorm.com/
Learn moreLearn more
marc mcneillwww.dancingmango.com