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Enhancing the Customer Experience through Self-Service Innovations

Enhancing the Customer Experience through Self-Service Innovations. Jared Miller Sr. Director, Customer Self-Service Continental Airlines. Agenda. Corporate Background Evolution of Self-Service at CO Self-Service Adoption Recent Innovations at CO Product Consistency Looking Ahead.

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Enhancing the Customer Experience through Self-Service Innovations

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  1. Enhancing the Customer Experience through Self-Service Innovations Jared Miller Sr. Director, Customer Self-Service Continental Airlines

  2. Agenda • Corporate Background • Evolution of Self-Service at CO • Self-Service Adoption • Recent Innovations at CO • Product Consistency • Looking Ahead

  3. Corporate Background • World’s 5th largest airline • More than 43,000 employees • Hubs – New York, Houston, Cleveland, and Guam • Service to 133 domestic and 132 international destinations • Member of SkyTeam alliance with over 750 additional destinations • More than 2,650 daily departures • Approximately 65 million passengers per year!!! • Recent Awards • #1 World’s Most Admired Airline – FORTUNE Magazine – 6 years! • #1 Customer Satisfaction – J.D. Power & Associates • FORTUNE 100 Best Companies to Work For

  4. Self-Service at Continental 1995 – 1st airline to introduce eTicket self check-in 2000 – Self-Service takes center stage at CO 2002 – TripAlert launches (email & voice) 2003 – Online check-in is launched 2004 – International self check-in introduced 2005 – Offshore kiosk deployment begins 2006 – 1st airline to introduce baggage service kiosk 2007 – 1st US airline to offer paperless boarding pass 2007– Self check-in goes mobile 2007– Self-service reaccommodation begins 2007– Check-in becomes automatic – TripAlert delivery via SMS launched 2008 – Voice check-in launched 2008 – Enhanced flight information 2009 – Gate Information Displays

  5. Why Self-Service? Common Customer Responses Speed Simplicity Privacy Innovative Consistency Choice Transparency Convenience Accessible Control Personalization Security

  6. Increased preparedness & control • Transparency of information Customer • Less clerical redundancy • Customer service ‘on-demand’ Employee Industry leading product and productivity! Continental Why Self-Service? Maximize the customer experience!

  7. Self-Service is about Options & Personalization Stop the “One Size Fits All” approach! Tailor the service delivery to each customer! - Experienced, frequent flyer - Requires little or no assistance - Infrequent flyer or new to CO - Requires a “jump start” - Incapable or unwilling - Requires full agent assistance

  8. A Multi-Channel Approach Web Mobile - Web Kiosk Customer Digital Signage Voice Automation (mobile?) Mobile - SMS

  9. Network Coverage • Kiosks • 100% domestic coverage achieved! • 40+ offshore airports have kiosks deployed! • Online & Mobile • 100% network coverage achieved! • Voice • 100% domestic coverage achieved!

  10. Self-Service is for Everyone More than 98% of Continental’s customers are self check-in eligible! • Unaccompanied Minors • Special Services Service Recovery Flight Change & Standby Oversale Management International Check-in Seat Change FF Update Bag Check Upgrade Request Multiple Languages Domestic Check-in

  11. Channel Shift * * Patent Pending

  12. Recent Innovations

  13. Voice Check-in • Problem Statement • Outbound voice check-in reminders made to millions of customers per year • Voice reminders were a call to action • Many customers lack the means to take action due to limited internet access • Solution • Outbound reminders enable flight check-in immediately! • Boarding passes delivered via email, fax, or airport kiosk • Customers can hear flight details, baggage policies, or custom alerts and advisories

  14. Mobile Check-in • 1stUS airline to launch mobile boarding passes! • Available in 9 markets • Hubs: Houston, Cleveland, Newark • Outstations: Austin, Boston, Las Vegas, New York (LGA), San Antonio, • Washington DC (DCA) • Further expansion coming VERY soon!!!

  15. A Green Initiative Environmental Impact 750,000 Mobile Boarding Passes 8,333 Sheets of Paper per Tree 90 Trees Saved!

  16. Customer Communication – Mobile Channel Enhanced Flight Information • Flight Status • Upgrade Standby List • Flight Standby List • Seat Map • Inflight Amenities • Now available at • pda.continental.com or • www.continental.com/info     

  17. Mobile Portfolio – Complimentary Products

  18. Customer Communication – Gate Displays

  19. Customer Communication – Gate Displays

  20. Proactive Customer Communication automated speech SMS (text message) e-mail

  21. Product Consistency • Automation enhances the customer experience through consistent policy application. • Same Day Flight Change • Itineraries evaluated to determine applicable fees for flight changes • Baggage Fees • Overweight, oversize, excess bag fees are collected via kiosk • International Documentation • Validates customer’s documents against travel requirements • First Class Upgrades • Complimentary elite upgrades when available and consistent pricing for non-elites

  22. Looking Ahead • Continental continually seeks to simplify the travel experience with leading edge technology. • Versatility • “Blue Sky” vs. Irregular Operations • Multi-channel solutions – seamless transitions • Availability • Introduce kiosks to additional offshore markets • Expand mobile boarding pass availability • Functionality • Expand reach to additional customers • Know how to communicate with your customers!

  23. Questions? jared.miller@coair.com

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