Airline Customer Aftercare: Five reasons why it is so important
Get-e has a 100% increase in airline customers in 2021. Despite this growth, our company still places as much emphasis on airline customer aftercare. This has not changed since the very start. We recognise the importance for airline customers to receive support and the need to continuously provide a first-class service.
Airline customer aftercare – more than just customer service
The type of airline customer aftercare we are talking about is not just a basic customer service offering. But a higher level of interaction builds an emotional connection whenever communicating with the company.
Unfortunately, in the airline industry, we see examples of companies that spend vast amounts of time and resources to win customers, only for the aftercare to be non-existent. If there aren’t any problems, you may think there is nothing wrong with this. After all, the service is as it should be. However, Get-e thinks this should never be the case. It strongly believes in maintaining customer aftercare throughout the relationship.
1. To understand your customer
Firstly, it’s impossible to build a trustworthy, emotional connection with customers if you don’t have the experience of working with them on a regular basis. You’re unable to understand the customers’ goals and needs or build any kind of relationship. At Get-e, we speak to our customers on a weekly basis. This ensures they are happy with the service being provided. Also, we can identify any problems they are encountering and if there is anything they would like done differently. It enables the team at Get-e to still deliver a first-class service but also recognise areas for improvement.
2. To keep up-to-date with customer requirements
Over time it is likely that processes and customer requirements will change. This can happen either with new technology, safety regulations or staff introduced. A healthy relationship with the customer will help to keep them up-to-date. As a result, you may soon find that your offering is no longer answering the customer’s problem. Your services could become obsolete or there may be better alternatives on offer.
3. For the implementation and adoption of new systems
For some customers, the introduction of a new process can be a daunting prospect and associated with making work more complex and confusing. It is important that airline customer aftercare focuses on ensuring the smooth implementation and adoption of new systems. With this in place, the system has a better chance of fulfilling its duty of reducing workload and increasing efficiency. It will also be an invaluable, dependent part of the organisation. For example, Get-e’s system used by airline customers to book crew transfers is incredibly user-friendly. It has a clear overview of bookings and status updates shared via the portal, email, and SMS. However, should any problems arrive, the in-house multi-lingual control team provides support 24/7, monitoring and coordinating all transportation requests.
4. To improve Get-e’s digital offering
Get-e is continually looking for ways to improve its digital offering. Without maintaining communication with customers some of these opportunities may be missed. For example, an airline could provide feedback on an element of Get-e’s system. This could result in additional services and system capabilities being developed that are above and beyond what was expected that will benefit all of Get-e’s customers.
5. To establish a long-lasting relationship
Finally, Get-e is proud of its service, and airlines see Get-e as a reliable partner of choice for crew travel. By providing a first-class global ground transportation service in addition to its exceptional customer aftercare, it hopes to establish long-lasting relationships with customers. These customers will also become advocates of the company and help the business to grow.
Why airline customer aftercare should not be underestimated
Customer aftercare is not usually quantifiable, however, the value it brings to an organisation should never be underestimated. By actively listening and understanding the customer’s needs, Get-e creates a long-term, mutually beneficial relationship with all its customers.
Company profile
Get-e has positioned itself as the provider of choice for companies that are focused on a higher quality, more cost-effective, and less administrative solution for their ground transportation. Companies chose to partner with Get-e for its expertise in the global transportation market, quality transport partners, and ability to streamline operational processes for all stakeholders.
Currently, companies across the travel industry can book their rides with Get-e in 110 countries and more than 900 destinations. Get-e offers a complete cross-section of safe and secure vehicles, with the fleet offered including; Sedans, Minivans, Sprinters, and Coaches.
If you’d like to find out more about Get-e, pick up the phone to speak to one of our advisors. For a call, you can reach us 24/7 at +44 203 856 8655. For a digital approach, get in touch via our contact page.
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