Instant-feedback-challenge-and-opportunity_COVER
Aravind Ramachandran

Instant social feedback: Opportunity and challenge in customer service

Once upon a time, there was a fictional hotel CEO who had three big worries: Even happy customers rated the hotels in her chain as "average" or "good", but never "Excellent " or "Outstanding" no matter how hard they tried While she knew overall satisfaction levels, she had no visibility into what specific areas of the chain's services pleased the customer and what did not Unhappy customers would very often go ballistic on social media and ruin the reputation of her hotel chain  T hat 'time' is right now, and that CEO could represent a large number of people in the industry who seek t...
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Smart-bags-and-tags-are-they-smart-enough-COVER
Aravind Ramachandran

Smart bags and tags: Are they smart enough?

Anyone who has lost a bag on a flight will tell you it starts off as a terrible inconvenience and often ends up as a costly experience. Airline companies typically apply the same scale of compensation for a bag irrespective of the nature and monetary or sentimental value of its contents. Claims are made based on the weight of what was lost, and comes with a large number of conditions attached to decide eligibility. In other words, it doesn't really make a difference to an airline company what was in the lost baggage, just like it doesn't matter to a passenger how exactly his/her bag was lost. ...
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How-safe-are-travelers-at-their-dream-destination_COVER
Aravind Ramachandran

How safe are travelers in their dream destination?

​ A typical traveler may look for specific experiences while planning a vacation, probably based on how different it is compared to what they are used to in daily life. Clearly, the focus is typically on "what will I get to see/do?" or "how much fun can I have?" as opposed to a more solemn question of "how safe will I be?" What does risk mean? ​ The concept of risk tends to appear in a very narrow context in the travel industry's conversations with customers – a risk of flights being delayed, connections being missed, hotel reservations not being confirmed, a promised ancillary being withdrawn...
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Trading-data-for-convenience-and--other-inclinations-COVER
Aravind Ramachandran

Trading data for convenience and other inclinations of today’s airline passenger

​ "We know, because we asked" - IATA For the past half a decade, IATA (for whom IBS is a strategic partner) has been exploring what's on the mind of airline passengers around the world, in a bid to find out what they love, what they hate and what they want in the future. Yours truly did his bit this year, spending a quarter of an hour answering questions and even speculating a little bit – you can do so too at www.iata.org/paxsurvey until next month. But my main objective today is not promoting the survey; instead it is to use their results to quickly examine how passengers are at present, inc...
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Notes-from-IATA-AGM-_COVER
Jitendra Sindhwani

Notes from the IATA AGM 2017: Key takeaways and a missing link

Last month, the beaches of Cancun, Mexico hosted a large group of airline CEOs, analysts and associated business leaders for the IATA AGM 2017 . The present and the future of the aviation business were dissected and debated at the event, uncovering some very interesting potential for innovative technologies. IBS being a key strategic partner of IATA , I was accorded an invitation to the event along with Bratati Ghosh, Chief Marketing Officer . In addition to several direct meetings with our key customer base, the event gave us priceless inputs regarding the enhanced role we need to play in thi...
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