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The airline industry is experiencing a step change in the way in which it manages its business. This step change, heralded by the impact of the low-cost carriers, is not a question of cost reduction alone but instead a return to the fundamentals of developing and executing a consumer-centric business. A consumer-centric business is described as any business which is designed in every aspect of its operation to contribute to the profitable delivery of its service to its consumers. The key characteristics of a consumer-centric business are described in this paper, as well as the key attributes of the products or services that such businesses offer. This consumer-centricity has direct implications for the distribution strategies, processes and systems of an airline.
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