Newer planes, better ticket value, and improved customer touchpoints have made flying a much better experience than ever before. Airlines such as Air Canada are working harder to improve on their success, especially with the hit taken in consumer travel with the recent pandemic.
Business transformation has become a larger focus for Canada’s larger domestic carrier in 2020. The brand already had plans to relaunch its Aeroplan program by the end of the year – a loyalty strategy central to the airline’s overall customer loyalty and engagement efforts. Coupled with new guidelines due to COVID-19, the Air Canada team has been hard at work welcome customers back to the skies safely.
During this session, Air Canada's Elizabeth Quinton will share her insight on the importance of listening to customers when making program updates, keeping up with customer expectations, and the brand’s overall business transformation with a focus on superior customer experiences.
Key Takeaways:
- - How Air Canada’s business pillars have remained in focus while driving company culture and during transition
- - Brand transformation and proactive customer engagement management during COVID-19
- - Exceeding expectations and easing concerns as members return to travel
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