CUSTOMER RELATIONSHIP MANAGEMENTpresentationWITHCORPORATE ANALYSIS onspicejet airlines

1. CUSTOMER RELATIONSHIP MANAGEMENTpresentationWITHCORPORATE ANALYSISonspicejet airlines

2. By:- SIDDHARTH PANDEY IIPM DELHI SS-09-11 MOBILE:- 09999248314

3. INTRODUCTION TO SPICEJET BY SIDDHARTH PANDEY

4. COMPANY’s aim “To become India’s most preferred low cost airline, by providing the lowest air fares and the highest consumer value to the price sensitive consumers of the country.”

5. COMPANY’s mission “to ensure that flying is no longer confined to CEOs and business travelers, but affordable to everyone”

6. Market Share

8. FOR THE CUSTOMER, BY THE CUSTOMER

9. CUSTOMER SERVICES Personal valet at airport Personal and exclusive lounges Refreshments and music Three course meal Baggage assistance Award wining web portal

11. Airline Punctuality

12. Responds Of Air-Flight attendants

14. INTERESTING CUSTOMER COMENT’S:- ADEQUATELY PRICED “INSIDE TEMPRATURE MORE THAN OUTSIDE” “PATHETIC CANCELLATION” “YOU GET WHAT YOU PAY” SEAT PITCH VERY TIGHT “AIRLINES FROM HELL” LOVE SPICE FOR LIFE “JUVENILE CHECK IN RULES” “SPICELATE AIRLINES” FIRST FLIGHT MADE DELIGHTFUL.

15. Awards and recognitions

19. SpiceJet.com wins Best Website Award New Delhi, February 1, 2010 SpiceJet won this award for:- Its booking portal's user friendly interface, Relevant local content and transparent display of price. Enabling SpiceJet consumers to make informed choices with ease. The award was given on January 28 at the recently concluded ‘World Low Cost Airlines Asia Pacific Conference' at Singapore, by Dale Lawrence, Director, Corporate Communications, Pacific Asia Travel Association (PATA).

20. MODEL OF INFLIGHT CUSTOMER EXPERIENCE

22. Model based on these steps:- Flying experience – Airport baggage services - Arrival service - Cabin crew - Check-in process - In-Cabin Experience - General approach to customers - Call center experience - Complaint handling -

23. MARKET SURVEY BY SAKET SINGH

25. Age group – 21 and above

26. Occupation – Passengers

27. Place- IGI, domestic airport

29. OVERALL SERVICE PROVIDED BY FA

30. DURATION OF BOARDING & BAGGAAGE HANDLING

31. DID FLIGHT TAKE OFF AS SCHEDULED?

32. QUALITY OF IN-FLIGHT MEAL

33. ATTITUDE OF FLIGHT ATTENDANTS

34. AVAILABILITY OF SERVICES PROVIDED BY FLIGHT ATTENDANTS

35. TAVELING WITH SPICEJET IN FUTURE

36. RECOMMENDATION OF SPICEJET

37. OVERALL SERVICES OF SPICEJET

38. CRM ANALYSIS

39. SCOPE FOR IMPROVEMENTS AIRLINE PUNCTUALITY GREETING AT AIRPORT WELCOMING OF PASSENGERS SEATS CALL CENTER

40. KEY STRNGHTS FLIGHT ATTENDANTS LOW AIRFARE CONNECTIVITY IN FLIGHT FOOD

41. Thank you for flying with us…