Customer Experience @swiss.com. Insights into the Relaunch 2014.
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The document presents insights from Dr. Luca Graf on the relaunch of Swiss.com in 2014, highlighting significant changes aimed at enhancing customer experience. This includes the introduction of a fully responsive website and features enabling personalized services and improved usability across devices. The document emphasizes the importance of meeting evolving customer expectations for digital engagement in the airline industry.
Customer Experience @swiss.com. Insights into the Relaunch 2014.
- 1. Customer Experience @ swiss.com Insights into the Relaunch 2014 Dr. Luca Graf Swiss International Air Lines, Switzerland luca.graf@swiss.com swiss.com ENTER 2015 Swiss day
- 2. Customer experience on swiss.com Dr. Luca Graf Swiss International Air Lines, Switzerland luca.graf@swiss.com swiss.com 16 Mio.PASSENGERS per year 8’250Employees, of which 90% are working in Switzerland 104DESTINATIONS, 25 Inter- continental and 79 in Europe 91AIRCRAFT, 28 long haul and 63 short haul aircraft 146’400FLIGHTS per year 5.2 BN.CHFREVENUES per year (2013) SWISS is the Airline of Switzerland
- 3. Customer experience on swiss.com Dr. Luca Graf Swiss International Air Lines, Switzerland luca.graf@swiss.com swiss.com ENTER 2015 Swiss day
- 4. Customer experience on swiss.com Dr. Luca Graf Swiss International Air Lines, Switzerland luca.graf@swiss.com swiss.com ENTER 2015 Swiss day
- 5. The customer has changed, is highly self-confident and expects…. ENTER 2015 Swiss day Search via numerous online channels Transparency and options to compare Automated service, always and everywhere Customised products Large choice of (related) services Readiness-to-pay only for perceived value High usability in design and content Inspirations and recommendations Relevant, personalised offers Instant feedback and personalised answers Complete and optimised Functions and content on all devices Emotional presentation of products and brands Entertainment and gamification
- 6. All these expectations drive the digital customer experience ENTER 2015 Swiss day
- 7. All these expectations drive the digital customer experience ENTER 2015 Swiss day Mit neuer Website gegen Golf-Konkurrenz Gegenüber der Golf-Konkurrenz müsse sich die Swiss mit neuen Ideen rüsten: «Wettbewerb kann man nur mit Wettbewerbsfähigkeit beantworten», sagte Hohmeister. Mit einer überarbeiteten Website und neuen Funktionen für Mobiltelefone und Tablets sowie Angeboten, mit denen die Passagiere den Service an Bord individuell buchen könnten, mache man einen Schritt in diese Richtung. Neue Zürcher Zeitung, 13.03.2014
- 8. March 2014: Complete relaunch of swiss.com = everything is new ENTER 2015 Swiss day Projects before the relaunch The relaunch
- 9. ….transparency and options to compare ENTER 2015 Swiss day Fares for +/- 3 days as standardized search
- 10. ….customised products ENTER 2015 Swiss day New shopping basket logic for add-on services
- 11. ….high usability in design and content ENTER 2015 Swiss day swiss.com: the world’s first fully responsive airline website
- 12. ….high usability in design and content ENTER 2015 Swiss day New swiss.com: Based on the customer journey Dream Prepare Plan BookEnjoy Share
- 13. ….relevant, personalised offers ENTER 2015 Swiss day Every SWISS airport has its own homepage
- 14. ….automated service, always and everywhere ENTER 2015 Swiss day Our apps as your travel manager
- 15. ….relevant, personalised informations ENTER 2015 Swiss day Active provision through widgets after login
- 16. ….entertainment and gamification ENTER 2015 Swiss day The new iPad app provides a personalized logbook and collection
- 17. ….inspirations and recommendations ENTER 2015 Swiss day Offers Feeds2 Exclusive SWISS content Crew tipps EXPLORE: our digital travel guide
- 18. ….emotional presentation of products and brand ENTER 2015 Swiss day World-of-SWISS: new digital product and brand experience
- 19. ….instant feedback and personalised answers ENTER 2015 Swiss day Our customer service via Facebook and Twitter (24/7)
- 20. The relaunch of swiss.com as a video ENTER 2015 Swiss day https://www.youtube.com/watch?v=JdhO53KFBWE
- 21. Results of the relaunch of swiss.com ENTER 2015 Swiss day
- 22. The relaunch of swiss.com as a video ENTER 2015 Swiss day Q&A - SWISS.COM Our sign is a promise