The Stellar Trends & Insights Report keeps us at the cutting edge of trends in our industry and in customer experience. It kicks off internal conversations at Stellar about how our clients might be impacted and how we can make improvements to our business to navigate change.
Look out for the Stellar Trends & Insights Report every month on our blog.
Plane, simple and effective
Asia Pacific airlines get customer experience initiatives off the ground
Qantas has created a “customer value engine” that gathers contextual knowledge about customers to allow them to proactively address passenger issues, such as offering to move passengers to later flights if they’re stuck in traffic. Singapore Airlines has been experimenting with a blockchain-based airline loyalty digital wallet app. The digital wallet would enable their frequent flyer members to spend their points at participating merchants. Also, according to a 2016 report by T2RL and Amadeus, the estimated cost of flight disruption to airlines is estimated at 8% of airline revenue or US$60b globally. As a result, airlines are also turning to the Internet of Things and data analytics to improve operational efficiency and reduce equipment downtime in order to minimise flight disruptions.
With airline markets becoming more and more competitive amidst the growth of price comparison and online travel websites, the value beyond price that each airline can provide is going to become more critical in high-volume markets in particular.
You can't always get what you... expect
Businesses and customers don't necessarily align on the perceived quality of customer service
A survey by European outsourcer Arvato of 250 consumers and 250 business leaders in the customer service field found that only 9% of consumers think that they “always” receive excellent customer service. The report also found a significant gap between the perception of businesses and consumers with regard to the quality of customer service. More than 80% of business respondents believe they provide excellent customer service, but only 52% of consumers agree.
This really shows that a lot of businesses need to listen more closely to their customers when it comes to proactively responding to feedback – engaging in activities like customer journey mapping and regular pulse surveys are amongst the many ways that companies can close this gap.
Super Assistant to the Rescue!
Virtual assistant technology for superannuation industry
Superannuation company MLC has launched the industry’s first virtual assistant called “Talk to MLC”. The app is programmed to answer the 15 most common questions related to super and allows customers to track down lost super, change investments and look up details on their account. In the future MLC plans to provide customers with personalised tips for boosting their super and provide projections of their balances at retirement. MLC expects a mix of demographic groups to be the first to engage with the app – especially millennials, older Australians and people with busy schedules.