ipl-logo

Easyjet Airlines Case Study

1265 Words6 Pages

The exchange process allows one party, a business, to exchange a product or service for money with another party, the customer, for example in travel and tourism includes hotels, airlines and restaurants providing services to customers in exchange for money (Bennett and Strydom, 2001).
Relationship marketing has developed from an exchange process, into on establishing long term relationships with customers through providing beneficial products and services, quality pre and aftercare service and customer retention (Bennett and Strydom, 2001).
Customer orientation, provide a satisfying quality service, from research and development through to after-sales care, by making the customer the central focus in the business’s operations, satisfying customer …show more content…

Customer retention increased by 50 percent between 2010 and 2014 (aviationnews-online.com, n.d.) with profit orientation contributing to a 21.5 percent increase in profits from 2013 to 2014 (easyJet plc annual report and accounts 2014, 2014). Systems orientation was met with Easyjet’s introduction of a customer charter promise where all employees from pilots, cabin crew through to engineers, and head office staff, work together towards providing a satisfying service to its customers (corporate.easyjet.com, n.d.), and it’s social orientation with a carbon emissions reduction programme, involves lighter, more fuel efficient aircraft and operational procedures to avoid fuel wastage (corporate.easyjet.com, n.d.). Internal marketing is achieved at Easyjet through training programmes, engagement surveys, employee benefits and recognition awards, all aimed towards attracting and retaining employees who will deliver the level of customer service required to achieve business objectives (corporate.easyjet.com,

Show More
Related

  • Long Distance Trade Dbq

    501 Words  | 3 Pages

    Have you ever wondered how trading came to be? Today I will answer this question. Type your Claim/Thesis statement in the box: Trade started in the second century BC when civilizations wanted others things, peacefully. The route originated from Chang 'an in the east and ended at the Mediterranean in the west, linking China with the Roman Empire. (A- Map)

    Read More

  • Bankruptcy Case: Novelty Now, Inc.

    1251 Words  | 6 Pages

    Personal jurisdiction is the court's power over the parties involved in the case. Subject-matter jurisdiction is when a case is related to a specific subject matter, such as a bankruptcy case can only be held in bankruptcy court. Minimum contacts is appropriate for a court in one state to assert personal jurisdiction over a defendant from another state. Even though Donald Margolin and his company, Donald Margolin Empire Inc., file suit in the state of New York against Novelty Now Inc. and Chris, Matt, and Ian their contract states In the prompt is says; “Novelty Now’s contract with the three men states that all disputes must be brought in the state of Florida.”

    Read More

  • Southwest Airlines Case Study Essay

    1023 Words  | 5 Pages

    Case Analysis #1 – “Southwest Airlines: Is It Still the King of Cheap Flights” 1. Answer the questions at the end of the case. 1. Airline customers can be segmented in a variety of ways. Two of these include by purpose of travel and their destinations.

    Read More

  • Native American Reciprocity

    465 Words  | 2 Pages

    Market exchange is the exchange of commerce through the price of goods, while reciprocity is equal giving and receiving. Market exchange (capitalism) is considered an intensely social relationship and is generally understood as giving money to get something. Oftentimes, these exchanges are conducted directly between members of society, and so, social interactions and behaviors form as a result of constant back and forth; business transactions. If one does not have money, then one does not have the means to own private property; you do not have the means to engage in market exchange. In the past, American settlers believed that they were buying chunks of land from the Native Americans and that that land now belonged to them.

    Read More

  • Moccona Coffee Case Study

    1044 Words  | 5 Pages

    In marketing, customer relation is very important, since customers play the main role in achieving ones

    Read More

  • Relationship Marketing Case Study

    2755 Words  | 12 Pages

    The goal of relationship marketing is to create strong, even emotional, customer connections to a brand that can lead to ongoing business, free word-of-mouth promotion and information from customers that can generate leads. As opposed to relationship marketing, transactional marketing is an approach that is short term based focusing on acquiring new customers and making a sale. Further, the difference between companies that adopt to relationship marketing and companies that adopt to transactional marketing can be explained as below.

    Read More

  • Starbucks Differentiation Strategy

    1607 Words  | 7 Pages

    One of their key strategies in meeting this goal is a focus on customer service in order to create an experience for its consumers. Another one of their strategies is to ignite their emotional attachment with consumers. They also have

    Read More

  • Singapore Airlines Case Study

    3552 Words  | 15 Pages

    1.0 Introduction to Strategic Management Strategic management practices the formation; achievement and reaching the major objectives executed by the management of the company, by considering the capital and a task of the internal and external environments in which the company wishes to compete. 1.1 Introduction to Singapore Airlines Singapore Airlines (SIA) is established in year 1972 with remarkable performance among its competitors in the industry throughout its 35-year-long history till date (Heracleous & Wirtz, 2009). According to Singapore Airlines (2014), SIA is one of the youngest aircraft fleets worldwide to destinations crossing a network of more six continents, with its iconic Singapore Girl providing excellent standard of service to customers. Throughout the years of operations, SIA has an impressive ever-growing list of industry 's leading innovations such as offering free headsets along with a choice of meals and drinks in Economy Class in the 1970s, followed by introducing satellite based in-flight telephones in year 1991, involving an ample panel of renowned chefs, the International Culinary Panel, to provide lush in-flight meals in year 1998, developing audio and video on demand (AVOD) capabilities on KrisWorld in year 2001, and lastly flying the airbus of A380 from Singapore to Sydney on 25 October 2007 (Singapore Airlines, 2014).

    Read More

  • Southwest Airlines Case Study Summary

    747 Words  | 3 Pages

    Ramada’s problem was first discovered when their management found out about D. K Shifflet’s latest survey about customer satisfaction in the hospitality industry, which it then shows that mid-tier hotels continuing to go downward. Later on they continued on their research and decided to hire a third party to find out more about the survey and also to observe their own company’s system. It results in a management dilemma, Ramada needs to prevent themselves from falling. Then it raises some questions on how can their management improve their performance to achieve the level of customer satisfaction they desire. They then found out three main concerns that they need to put more effort to.

    Read More

  • Customer Relationship Management Practices In The Airline Industry

    810 Words  | 4 Pages

    It helps in most of the concerns of customers, improving and maximizing customer satisfaction, and gain customer loyalty, which will lead to the growth of the industry and more profit. The airline industry thought of coming up with a strategy that helps in finding information about the availability and cost of the flight, booking flights online, checking-in online, collecting information about each customer’s preferences, finding out which customers are most profitable, building customer loyalty by rewarding them, and increasing sales. Nowadays, almost everyone around the world is using the internet for personal use and for business use. That is why many industries are using applications that open on smart phones and tablets to make it easier, faster, and more convenient for the customers. Moreover, airlines are using e-business applications and Customer relationship management strategy, such as e-CRM which helps in managing customer relationship through the Internet, and many airlines are doing this as a separate plan to their e-business

    Read More

  • Relationship Between Hospitality And Tourism Industry

    1572 Words  | 7 Pages

    First of all customer means A person who buys goods or services from a shop or business, loyalty means the state or quality of being loyal, faithfulness to commitments or obligations. So Customer loyalty is the key objective of customer relationship management and describes the loyalty, which is established between a customer and companies, persons, products or brands. “Customer loyalty is an essential aspect in any organization whether it is offering a good or providing a service. “Many organizations are looking for various ways to increase their customer loyalty as it has a positive effect on the profitability of the organization.” (Gremler 1996: 171, Abdullah et al. 2000: 826).The individual market segments should be targeted in terms of developing customer loyalty.

    Read More

  • Aviation Industry Case Study

    980 Words  | 4 Pages

    Aircraft Performance Through the chaos and mayhem of World War 2, the aviation industry made significant advancements in its technology. After the war ended, this technology stretched and expanded to the farthest reaches of the world. Frank Whittle of England and Hans von Ohain of Germany both created the world of aviation that we live in today. Both men did it without the knowledge of each other throughout the 1930s and 1940s.

    Read More

  • Ryanair: The Transformation Process In The Airline Industry

    855 Words  | 4 Pages

    2.0 Inputs - Transformation Process - Outputs 2.1 Inputs Operations management concerns with the conversion of inputs into revenue-creating outputs through the transformation process (Mahadevan, 2010, p.5). Slack et al. (1995 cited in McMahon-Beattie and Yeoman 2004, p.30) mention that inputs are divided in transformed and transforming. Transformed are those that are transformed in some way and transforming inputs are those that are used to carry out the transforming process.

    Read More

  • Roles Of Money In Macroeconomics Essay

    1772 Words  | 8 Pages

    ROLE OF MONEY IN MACROECONOMICS 1. Introduction Money can be seen as the medium of exchange which is acceptable while transaction is being undertaken between two parties. Some of the common forms of money are: - Commodity money: This is when the value of the good represents its value in terms of money like gold or silver. - Fiat money: This is when the value of the good is less than the value it represents - Bank money: It is the accounting credits that can be used by the depositor Money serves a variety of crucial functions in the economy and this is why it has gained an unparalleled influence in the matters of economy at micro as well as macro levels. Some of the features of money that make it so important for any economy are as follows:

    Read More

  • Malaysia Airlines Case Study

    893 Words  | 4 Pages

    Until today, this incident is still affecting Malaysia Airlines in different aspects. Especially, on their corporate image, reputation and finance. Not only Malaysia Airlines, but the image and reputation of our country are also being affected because Malaysia Airlines have strong bonding with the government and they as a representative role stood out to speak for Malaysia Airlines. Malaysia government had given a very bad impression to others on their crisis management and crisis communications. Experts criticized their crisis management by saying “crisis in managing crisis” and “make a crisis worst” due to their failure in crisis communications.

    Read More

More about Easyjet Airlines Case Study

Open Document