Designing and executing strategy in aviation management Essay

ManagementIntroduction Airline strategic management involves the formulation and implementation of the major goals and initiatives taken by the air hoses cash in ones chips management on behalf of owners based on consideration of resources. Airline ceaselessly managementes on their guests in terms of pricing, food, more user friendly website and cooperation with displace agents. Developing a customer focused strategy is one of the central roles of customer leaders. There be various shipway in which an flight path can implement customer focused strategy evaluate the function they fork up to customer base, use customer feedback tools to ram information nearly their customers, train their employees to offer customer focus, consider providing customer incentives and work their trading replica, create the service vision, develop a customer service strategy, pee an appropriate customer service framework, deploy leaders and managers who will change by reversal arrangem ents service, design and implement customer-centric processes that make purchasing casual for customers.Evaluate function they provide to customer base. Their customer focus ideas atomic number 18 exit to be the bridge or the answers on the key services that they offer. aim of customer feedback tools to get along information ab emerge your customers is one inherent starting points of developing a customer focus. It helps one to figure out what your customers like and what appeals them. Customer research helps skyways to develop goals and objectives like use pre-sale and post-sale feedback. acquiring information from your customers before the deal is made will help you fit those deals and arrangements to be more attractive to the people you are trying to reach. Use surveys, questionnaires and similar customer focus tools. The airline staff need to get to know their customers and understand what they want from them. Customer service managers need to focus on alone their cust omers consistently and there are many ways of gathering customer intelligence. Also where satisfaction surveys are concerned the customer experience depends a lot on customer expectations, for example EasyJet efficiency cook higher because we have low expectations but we might score British Airways lower because we have high expectations. Airlines need more good methods of evaluating the customer experience and they need people to make this happen contain your employees to offer customer focus. The staff should understand their roles in barbeling the airline trading with a customer focus. This includes elements of customer service, customer focus is close to keeping attention on the customers, anticipating their needs and valuing their input.Consider providing customer incentives. They could be in form of temporary sale offers or targeted giveaway programs. When the airline has identified what customers like, they use these items to reach out to their base further. Work your b usiness copy. Airline should focus on making parleys and business copy adopt a customer focus tone and outlook. Customers are readers they get information about the airline through websites, printed brochures or other scripted materials.Creating the service vision or service personality is an identifiable class of service characteristics that define how an organization service proposition is different from that of its competitors. several(prenominal) airlines have a service promise or customer have but whatever method one has of communicating their service standards to their customers is cardinal to make sure those promises are achievable and shared by all teams in the organization.Develop a customer service strategy and this determines the boilers suit direction of the organization and in particular how the organization will go about delivering customer service excellence. This is high level programme that communicates to everyone snarly within the organization how it will develop relationships with its customers in order to increase customer satisfaction and customer loyalty and achieve business success. use to prevent non-aligned and disjointed activities between departments and drives everyone towards the same service goals. It includes service plan to ensure the strategic objectives are met and this should be shared with employees as everyone is going on the same journey. If one does not keep people inform rumors and gossip spread faster.Build an appropriate customer service framework. A learning and developed framework will help identify how the organization is going to go about delivering service excellence. Reward and intuition, celebrating success are key motivators for employees. Customer service performance will improve when organizations provide support through valued reward and recognition systems. This level of recognition results in higher levels of employee satisfaction which translates into better customer service for the customers. ReferencesEvans, N., Campbell, D., & Stonehouse, G. (2003). strategic management for travel and tourism. Oxford Butterworth-Heinemann.Flouris, T. G., & Oswald, S. L. (2006). Designing and executing strategy in tune management. Aldershot, England Ashgate.Lawton, T. C. (2007). Strategic management in aviation critical essays. Aldershot, Hampshire, England Ashgate.Ray, S. J. (1999). Strategic communication in crisis management lessons from the airline industry. Westport, Conn. Quorum Books.Hill, C. W., & Jones, G. R. (2013). Strategic management an integrated approach (10th sEd.). Mason, OH South-Western, Cengage Learning.Source document