How important is FFP in airline customer management? How should an airline better manage its frequent flyer program?
FFP is one of the most important elements in customer management today. Up to 30% of all travellers select their airline due to the advantages and benefits of FFP. That said, it is important to remember that brand, service and customer satisfaction are strongly linked to one another – it is their combination that can influence the passenger to make their final loyalty decision to fly or not to fly with an airline. I believe that FFP today is the Airlines single most important platform to create brand awareness and sustainable customer loyalty. Successful customer management programmes are not the answer to giving away free seats, but a valuable commodity. If a customer management strategy is implemented and run effectively, the airline will have increased its ability to generate more revenue and deliver positive return on investment over time. 4. What are the effective customer loyalty programs other than FFP? Good question. There are other effective drivers for increased loyalty other
