Download or read book The Advantages of Loyalty Programms for Customers A Case Study of the Lufthansa Miles More Programm written by Gesa Vanessa Krack and published by GRIN Verlag. This book was released on 2022-04-07 with total page 89 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bachelor Thesis from the year 2019 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,2, University of Applied Sciences Essen (FOM Hannover), language: English, abstract: This thesis firstly covers definitions of customer loyalty, loyalty cards and the different types of loyalty programs. Section two deals with some important details of Lufthansa’s Miles & More program, such as the background of Miles & More, important facts about Star Alliance, the possibilities that Lufthansa offers its frequent flyers to earn and spend reward miles, information about the different status levels of Miles & More, and basic knowledge about data protection with Miles & More. In addition to the established research, an empirical study in the form of a 15-question survey was performed on several platforms to which frequent flyers have access. This survey is discussed in the third section of this thesis. To obtain information about how frequent flyers value the Miles & More program, this first-hand information was required and used to evaluate the Miles & More program. The performed survey can be found in Appendix 1, page 51 ff., and the results of the survey can be found in Appendix 2, page 58 ff. The survey consisted of four parts: the first part contained information about the topic itself and data protection. The second part compromised four questions about the flying pattern of each participant, and the frequent flyer status that each participant had with Miles & More. The third and most extensive part of the survey dealt with the number of miles that each participant owned, the benefits for frequent flyers with Miles & More, and the satisfaction of the participants with the program. The last part contained questions for statistical reasons, such as the gender and age of the participants. The fourth section of this thesis further addresses the results of the survey and provides explanations for why the most important benefit of Lufthansa’s Miles & More program is so significant for customers. The fifth section deals with improvements to make the Miles & More program much more appealing to customers, regarding frequent flyer satisfaction, the earning and spending of frequent flyer miles, and the addition to the program of new benefits for frequent flyers. This thesis concludes the topic in the sixth section.

Download or read book Customer Relationship Management Lufthansa written by P. Schulz et al. and published by GRIN Verlag. This book was released on 2008-08-22 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: Project Report from the year 2007 in the subject Business economics - Customer Relationship Management, CRM, grade: 86%, Macquarie University (Graduate Accounting and Commerce Centre), course: MKTG814, Managing Customer Relations (post-graduate unit), 19 entries in the bibliography, language: English, abstract: Lufthansa is Germany’s aviation flagship company and also one of the major airlines operating on a global scale. Established in 1926, Lufthansa currently is one of the biggest members and also founders of the Star Alliance, the world’s most important airline cooperation. Divided into five strategic business segments (passenger business, logistics, Maintenance Repair Overhaul, catering and IT services), the following report will focus on the passenger business segment and Lufthansa’s activities in terms of customer relationship management (CRM) in this division. Being one of the first airlines to have established a customer loyalty program, Lufthansa successfully runs its frequent flyer concept Miles & More (Lufthansa, 2007). In a competitive environment like the aviation business, relying on a loyal customer base which generates a major part of the company’s revenue is one of the key drivers for success. Due to cost pressure in the late 1990 ́s and the crisis in the aviation business after the terror attacks in 2001, airlines more than ever before recognized and appreciated the value of a relationship to its important profitable customer segments. Thus CRM strategies have become increasingly relevant for Lufthansa and other airlines. Lufthansa’s CRM strategy in the passenger business segment is concentrated within the Miles & More program. Different statuses of memberships are designed to attend to customers throughout the stages of customer’s lifetime and therefore represent the value of the customer for the company. Beneath the Miles & More surface, an accurate value chain is required. The value chain contains Lufthansa ́s Customer Portfolio Analysis, IT and Database Integration, Value Proposition Development and Customer Lifecycle Management. These factors combined enable Lufthansa to create a state of the art CRM system.

Download or read book Type and timing of rewards as influencing factors on the value perception of a customer loyalty program written by Ulrich Pohl and published by GRIN Verlag. This book was released on 2007-05-29 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2006 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,5, Maastricht University, language: English, abstract: Although this research is also occupied with customer loyalty programs it examines a new customer loyalty model which tests the influence of reward systems on the value perception of a loyalty program. Thus, the thesis introduces an empirical research on a two part model, whereas one part differentiates between direct and indirect premiums (type of reward) and the second part investigates the differences between delayed and proactive reward programs (timing of reward). The study aims at finding differences between the type and the timing of reward on the value perception of a loyalty program, which is new in academic research. In addition, this study grounds on the automobile industry, i.e. a high involvement setting, in contrast to prior academic science which focused on the low involvement setting. The inclusion of moderating factors that contain information on customer’s relationship maintenance motivation and relational benefits shall also help to shed light on differences in value perception according to the level of dedication or constraint based relationships. In addition, the degree of social, confidence and special treatment benefits is also assumed to manipulate the value perception of loyalty programs as moderating factors. Lastly, the study discovers relationships between the type and the timing of reward. The study results clearly reveal that there is no difference between direct and indirect rewards, whereas the proactive system demonstrates to have an obviously higher value perception than delayed rewards. Furthermore, the moderating factors partly prove to influence value perception. Hence, dedication based relationships favour direct rewards over indirect rewards and the proactive system over the delayed system. The same holds true for confidence benefits whereas constraint based relationships, social and special treatment benefits have no influence in favour of direct / indirect and delayed / proactive rewards. In addition, in a proactive reward program the value perception is higher for direct premiums. Furthermore, in the delayed reward program, people also prefer the direct rewards over the indirect rewards. Consequently, this research proves that there is a connection between the type and the timing of reward, which is also new in academic literature.

Download or read book Practice Oriented Marketing written by Ralf T. Kreutzer and published by Springer Nature. This book was released on 2023-03-08 with total page 564 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ralf Kreutzer has once again succeeded in setting the right priorities. He makes it convincingly clear that the proven basics in marketing are also valid in the online and digital age. Predict: especially worth reading! Prof. Dr. Dr. h. c. Wolfgang Fritz, Technical University of Braunschweig and University of Vienna The 6th edition has been extensively revised and supplemented with important, current topics of online marketing and digitalization. This further enhances the strengths of the previous editions. Prof. Dr. Klaus Gutknecht, University of Applied Sciences Munich The author encourages critical thinking about the content presented through the use of "mnemonic boxes" and "food for thought". Very good! Prof. Dr. Sabine Haller, Berlin School of Economics and Law An indispensable orientation in the ever faster changing everyday marketing. The book provides implementation and practical know-how without getting lost in details. Univ.-Prof. Dr. Michael Lingenfelder, Philipps-Universität Marburg Further proof of Ralf T. Kreutzer's special expertise in marketing, his great passion for conveying knowledge in the best possible way and his special ability to identify the truly relevant topics. Prof. Dr. Wolfgang Merkle, UE - University of Europe for Applied Sciences, President Marketing Club Hamburg Particularly noteworthy is the expansion of the classic marketing mix to include the fifth P for personnel. Because in the end, it is still the employees who make good marketing! Prof. Dr. Karsten Kilian, Würzburg-Schweinfurt University of Applied Sciences and Markenlexikon.com Concise language, convincing thought leadership, clear examples and goal-oriented transfer questions form an almost ideal basis for opening up the world of marketing. Univ.-Prof. Dr. Klaus-Peter Wiedmann, Leibniz University Hanover New from the 6th edition Newly added are chapters on the topics of the customer journey map, special market research concepts and special forms of static price and condition design. Additional material is available via app: Download the Springer Nature Flashcards app and use exclusive content to test your knowledge.

Download or read book The Importance Of Loyalty Programs The Benefits Of Brands Offering Loyalty Programs And Why Loyalty Programs Should Be Enhanced As A Customer Retention Strategy written by Dr Harrison Sachs and published by . This book was released on 2020-02-13 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt: This essay sheds light on the importance of loyalty programs and elucidates the benefits of brands offering loyalty programs. Moreover, this essay delineate why loyalty programs should be eminently enhanced as an efficacious customer retention strategy. A new development related to relationship marketing that is likely to emerge as companies strive to be the premium solutions providers is the enhancement of loyalty programs. Today, loyalty programs are leveraged by a copious amount of companies to strengthen the customer's brand loyalty and to also retain customers as repeat buyers. The importance of loyalty programs goes beyond brands being able to earn more revenue and increase their sales volume. Loyalty programs also allow brands to foster more brand advocates, track customer analytics, make personalized product recommendations to customer based on their purchase history, attract new customers, and directly reach out to customers more frequently via email to market the latest promotions. The benefits of loyalty programs are multitudinous and should not be overlooked for companies adamant about maximizing their long term profitability. The usage of a loyalty program leads to increased revenue since increased customer retention rates culminates in boosting profitability. Additionally, implementing a loyalty program as a customer retention strategy is typically substantially less expensive than spending marketing dollars to attract new customers (Miller, n.d.). "Acquiring new customers can be 25% more expensive than focusing on retaining current customers" (Miller, n.d.). Companies can also utilize the purchasing history of loyalty program enrollees to have their product recommendation alogirisms recommend products they may be interest in purchasing in the future. Emails of product recommendations can be sent directly to the customer's email address. Brands can also leverage their "loyalty program to promote sales, special events, and showcase new products" (Miller, n.d.) via email. Loyalty programs also allow brands to have access to valuable customer data. Loyalty programs can allow companies to "track analytics and view reports, measuring the efficacy of customer loyalty on their sales. They can also measure important retention metrics like program engagement, repeat customer rate, and purchase frequency" (Miller, n.d.). Brands can utilize loyalty programs as a means to further understand the buying behaviors of their target market. A stellar loyalty program can attract more customers to shop at your retail stores (Miller, n.d.) and sway them to procure homogeneous products from your store over a competitor's store, especially when your brand offers more enticing loyalty program perks. Repeat customers that feel that the loyalty program has significant merit will be more inclined to become your company's brand advocates. "By creating a comprehensive loyalty program that allows for modern marketing techniques, you can turn your customers into advocates for your brand. Since modern consumers trust peers over advertising, fostering loyal customers who will then speak out on your brand's behalf is simply a smart business move" (Miller, n.d.). The crux of the issue with a preponderance of existing loyalty programs it that they typically offer minimal value to customers. Companies should not prioritize short term profitability over long term profitability. An enticing loyalty program can help companies secure the lifetime values of customers. The lifetime values customers is imperative for companies to secure if they want to become extremely profitable in the long haul. The successful implementation of a robust loyalty program or enhancement of a loyalty program would immensely augment the customer's shopping experience and would allow the company to foster far more brand advocates that advertently spread positive word of mouth in person and on social media platforms about the brand

Download or read book Digital Transformation and Corporate Branding written by Maria Teresa Cuomo and published by Taylor & Francis. This book was released on 2023-09-29 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Technological advances, alongside increasing globalisation and growing awareness of socio-cultural and socio-political issues, are driving corporate branding innovations, and organisations must react and adapt quickly to compete. This book investigates and explores the impact of digital transformation on building corporate branding, identity, and reputation. The book brings together international contributors to provide examples from a wide range of industries and fi rms, including the retailing and agri-food industries, and illustrates the many dimensions of corporate branding and theories, and how they can be aided by digital transformation. It explores the connection of branding with artificial intelligence, social media networks, and technologies 4.0 as well the limitations and challenges they might deliver. Using a combination of theory, primary research findings, and practice, the book offers viewpoints and expertise from multiple regions, appealing to a global audience. This edited collection serves as an importance resource for researchers, scholars, and postgraduate students of marketing, brand management, and corporate communications, and those interested in the emerging relationship with technology.

Download or read book The Influence of Loyalty Programs on Customers in Cura ao written by Delbert Daal and published by . This book was released on 2015 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Business Travel and Tourism written by John Swarbrooke and published by Routledge. This book was released on 2012-05-23 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Business Travel and Tourism' provides a comprehensive, international overview of business tourism from both a theoretical and practical perspective. With the use of case studies from around the world, 'Business Travel and Tourism' explores a broad range of issues, including: * The global business tourism market * The design of business tourism facilities * The role of the destination in business travel and tourism * The social, economic, and environmental impacts of business tourism * The ethical dimension of business tourism * The marketing of business tourism products * The impact of new technologies on the business tourism market * How to organise successful conferences, exhibitions, and incentive travel packages Case studies include Disneyland Paris, Hong Kong, Amsterdam RAI International Exhibition and Congress Centre, Hilton, Page and Moy Marketing, Lufthansa, Air France, and Legoland UK. 'Business Travel and Tourism' is the first text to offer a comprehensive overview of the growing but neglected area of business tourism. With the use of a wide range of up-to-date case studies and major practical exercises to help students to broaden and deepen their understanding of this area of tourism, it is an invaluable text for all students on travel and tourism courses at degree and BTEC/HND level, or those taking tourism options in leisure, business studies, hospitality management or geography.

Download or read book Customer Loyalty Programmes and Clubs written by Stephan A. Butscher and published by Routledge. This book was released on 2017-05-15 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalty Programmes and Clubs, explains how the key to effective protection against competition lies in identifying and offering your customers the right combination of financial and non-financial benefits. Stephen Butscher has reviewed the developments that have taken place since his original successful step-by-step guide was published and now includes 'pricing for customer loyalty' and 'e-loyalty' along with extra case studies. He takes you through all the necessary stages to research, plan and launch a programme that builds and develops the relationship between you and your customers, and emphasises value measurement and selection of the right benefits, enabling you to integrate the loyalty programme into every part of your organization. Customer Loyalty Programmes and Clubs includes case studies from some of the most successful companies, including Volkswagen Club, Kawasaki Riders Club, Swatch the Club, Porsche and many more.

Download or read book International Business and Tourism written by Tim Coles and published by Routledge. This book was released on 2008-02-13 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tourism is changing. This innovative textbook examines a key international service industry in the context of globalization processes, the state, and increased individual mobility, using case studies to illustrate wider themes and key issues.

Download or read book Theory and Applications of Models of Computation written by T V Gopal and published by Springer. This book was released on 2014-04-01 with total page 434 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the 11th Annual Conference on Theory and Applications of Models of Computation, TAMC 2014, held in Chennai, India, in April 2014. The 27 revised full papers presented were carefully reviewed and selected from 112 submissions. The papers explore the algorithmic foundations, computational methods and computing devices to meet today's and tomorrow's challenges of complexity, scalability and sustainability, with wide-ranging impacts on everything from the design of biological systems to the understanding of economic markets and social networks.

Download or read book Total Relationship Marketing written by Evert Gummesson and published by Routledge. This book was released on 2011-01-05 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This third edition of Total Relationship Marketing confirms it as a classic text on the subject of relationship marketing and CRM, areas which have become accepted – and debated – parts of marketing but are currently undergoing dramatic change. A major contribution to marketing thought internationally, this seminal title presents a powerful in-depth analysis of relational approaches to marketing where the three words relationships, networks and interaction are king. The book effects a dramatic shift in the fundamentals of marketing thought, with the author’s refined model of thirty relationships, the 30Rs, presenting a sophisticated and cogent challenge to the traditional 4Ps schema. Previous editions were widely praised as breakthrough texts in the field, combining incisive and searching analysis with an accessible and pragmatic approach to putting the theory to work. This third edition is the first book on relationship marketing and CRM to integrate the ongoing evolution in marketing through the service-dominant logic, lean consumption and the customer’s value chain, the augmented role of the customer in value creation, the increasing importance of customer-to-customer (C2C) interaction, network-based many-to-many marketing, and marketing accountability and metrics. It addresses both the high tech, information technology aspects of marketing and the high touch, human aspects. Further, customer-centricity is suggested to be broadened to balanced centricity, a trade-off between the needs of all stakeholders of a network of relationships. Examples, cases, concepts and references have been updated. Highly informative, practical in style and packed with illustrations from real companies, Total Relationship Marketing is an essential resource for all serious marketing practitioners as well as undergraduate and postgraduate students.

Download or read book Air Transport Management written by Lucy Budd and published by Routledge. This book was released on 2020-04-03 with total page 415 pages. Available in PDF, EPUB and Kindle. Book excerpt: Air Transport Management: An International Perspective provides in-depth instruction in the diverse and dynamic area of commercial air transport management. The 2nd edition has been extensively revised and updated to reflect the latest developments in the sector. The textbook includes both introductory reference material and more advanced content so as to provide a solid foundation in the core principles and practices of air transport management. This 2nd edition includes a new chapter on airline regulation and deregulation and new dedicated chapters focusing on aviation safety and aviation security. Four new contributors bring additional insights and expertise to the book. The 2nd edition retains many of the key features of the 1st edition, including: • A clearly structured topic-based approach that provides information on key air transport management issues including: aviation law, economics; airport and airline management; finance; environmental impacts, human resource management; and marketing; • Chapters authored by leading air transport academics and practitioners worldwide which provide an international perspective; • Learning objectives and key points which provide a framework for learning; • Boxed case studies and examples in each chapter; • Keyword definitions and stop and think boxes to prompt reflection and aid understanding of key terms and concepts. Designed for undergraduate and postgraduate students studying aviation and business management degree programmes and industry practitioners seeking to expand their knowledge base, the book provides a single point of reference to the key legal, regulatory, strategic and operational concepts and processes that shape the form and function of the world’s commercial air transport industry.

Download or read book Loyalty Management in the Airline Industry written by Ben Beiske and published by diplom.de. This book was released on 2002-05-29 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three pillars are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING AND LOYALTY MANAGEMENT10 1.3.3IMPORTANCE OF LOYALTY MANAGEMENT12 1.4CHARACTERISTICS OF THE AIRLINE MARKET13 1.4.1AIRLINE INDUSTRY ANALYSIS - STEEPLE13 1.4.1.1Social13 1.4.1.2Technological14 1.4.1.3Economical14 1.4.1.4Environmental14 1.4.1.5Political15 1.4.1.6Legal15 1.4.1.7Ethical15 1.4.2CONSOLIDATION IN PRACTICE: BRITISH AIRWAYS16 1.4.2.1British Airways and KLM16 1.4.2.2British Airways and American Airlines18 1.4.3THE CURRENT AIRLINE SITUATION19 2.LITERATURE REVIEW22 2.1CUSTOMER SERVICE22 2.1.1BACKGROUND INFORMATION23 2.1.1.1Singapore Airlines23 2.1.2REVELATION OF DISSATISFACTION24 2.1.3EMPLOYEES25 2.1.4COMMUNICATION25 2.1.5THE CUSTOMER26 2.1.5.1Customer Requirements26 2.1.6SERVICE QUALITY27 2.1.6.1Quality and Retaining Customers28 2.1.7ORIENTATION OF COMPANY29 2.1.8CONCLUSION CUSTOMER SERVICE29 2.2FREQUENT FLYER PROGRAMS31 2.2.1BACKGROUND INFORMATION31 2.2.1.1Statistics Frequent Flyer Programs32 2.2.2CRITICAL SUCCESS FACTORS [...]

Download or read book Customer Relationship Management Lufthansa written by and published by GRIN Verlag. This book was released on 2007 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Strategic Management and Policy in the Global Aviation Industry written by Kurnaz, Salim and published by IGI Global. This book was released on 2024-04-09 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: The aviation industry presents a unique conundrum with the complex relationship between government oversight and business management. While the aviation industry operates in a business-oriented manner, a considerable number of aviation companies and airports worldwide are still government-owned. The COVID-19 pandemic has accentuated the pivotal role of governments in the industry, highlighting the need for a comprehensive understanding of this interaction, given the sector's massive economic influence and the extensive investment required. The need for an in-depth exploration of this liaison has never been more pressing. Strategic Management and Policy in the Global Aviation Industry offers an insightful and comprehensive solution to this enigmatic issue. This book delves into the dynamics of the aviation sector's reliance on government intervention and support, providing invaluable perspectives for academic scholars and industry enthusiasts. It explores the critical role governments play in the development and sustainability of aviation companies, especially in the wake of the pandemic, where governments worldwide stepped in to bolster their national aviation companies. Additionally, the book explores the industry's efforts to align with the United Nations' sustainability targets and the critical influence of government regulations in achieving these goals. It also dissects the digital transformation and the integration of innovative technologies in aviation, setting the stage for a more efficient and innovative industry. Furthermore, it unveils the burgeoning role of artificial intelligence in the quest for cost reduction and enhanced operational efficiency in the fiercely competitive aviation market.

Download or read book EBOOK Marketing Management written by Christian Homburg and published by McGraw Hill. This book was released on 2012-12-16 with total page 645 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing Management: A Contemporary Perspective provides a fresh new perspective on marketing from some of the leading researchers in Europe. The book offers students and practitioners the comprehensive coverage they need to make the right decisions to create and implement highly successful marketing strategies. This exciting new edition includes updated cases and combines scholarly international research with relevant and contemporary examples from markets and brands across the world. The authors combine their experience as researchers and industry consultants to provide the conceptual and theoretical underpinning of marketing and empirical research, helping students to understand how marketing concepts can be applied and implemented. The book covers a full range of industries including business-to-customer, business-to-business, services marketing, retailing and international marketing from companies around the globe.