Posted on: 26 February 2015 by Ross McSweeny
Virgin America has announced it will implement Sabre’s trio of new personalisation solutions – Customer Data Hub, Customer Experience Manager and Dynamic Retailer – which together source insights on customers from multiple touchpoints to promote ancillary revenue growth by creating personal offers.
“We wanted technology that would help us better understand our guests' needs, focus on their individual priorities, and create an experience they can't get with any other airline," commented Virgin America’s president and CEO, David Cush. “These new solutions give us invaluable insights into our guests to create tailored experiences that drive loyalty, and support our mission to make flying good again.”
Sabre’s new solutions have been designed to bridge the gap between passenger perceptions of an airline's customer service and the efforts of that airline to create a differentiated customer experience. The divide was highlighted in a survey commissioned by Sabre in which 81% of airline executives said they believe airline customer experience has improved, while 66% of travellers said they believe airline experience has been unchanged or become worse.
“Airline customers today expect more and more from carriers, and Sabre has identified ways airlines can improve the customer experience using established technologies that are already working in other service industries," added Hugh Jones, president of Sabre Airline Solutions. “Sabre's data-driven personalisation vision further enhances reservations and airline retailing systems, giving airlines the ability to understand their customers at an individual level and deliver personalised products and services that customers most value.”