every passenger a vip
TRANSCRIPT
AVIATION MANAGEMENT CONFERENCE 2010
Every passenger a V.I.P.
3 M
ay
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Yassine Atmani, Esther Lap, Miranda Piekema, Sven Portengen and Nargis Zamaray
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The big issueAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
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MillennialsAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
Generation Y
Born between 1980-2000Largest generation in the U.S.A.
96% has social networking account70% contstantly onlineTexting +566%
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MillennialsAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
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Package processAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
Order package
Track- and
traceable number assigned
Sorted in warehou
seArrange transport
Send to buyer
Integrator
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Package process
What can be learned from the package process?
IntegratorsChoose type of handling for every packageTrack and trace every package 24/7Every package is handled as a V.I.P.
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
8
Package processAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
9
The power of social mediaAVIATION MANAGEMENT CONFERENCE 2010
Campaign Donor9,5 million Hyves accounts showed this message:
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
10
The power of social mediaAVIATION MANAGEMENT CONFERENCE 2010
Youp van’t Hek damages reputation of T-mobile
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
Youp van ‘t Hek, Twitter
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The power of social mediaAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
Customers who form groups
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The power of social mediaAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
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The power of social media
Role of social media in the aviation industry
Access during whole travel processEngage with companyComplain about products/servicesForm groups
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
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Technology
Smartphone Internet accessibilityTraceable with Bluetooth/GPS173,8 million sold in USA in 2009
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
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TechnologyAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
Apps for all kind of information
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Future passenger process
Booking informationBooking
To the airportAt the airport
During the flightAfter the flight
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
17
Future passenger process
Booking information
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
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Future passenger process
Booking
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
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Future passenger process
To the airport
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
20
Future passenger process
At the airport
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
21
Future passenger process
Family modusBusiness modusLeisure modusFast Travel modusShop modus
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
22
Future passenger process
During the flight
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
23
Future passenger process
After the flight
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
24
Future passenger processAVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
Every passenger a V.I.P.
Passengers can share experiences publicly Technological developments make information more active instead of passiveEvery passenger can be tracked and treated individually
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Who will take care of the V.I.P.’s?
AVIATION MANAGEMENT CONFERENCE 2010
Millennials
Package process
The power of social media
Technology
Future passenger process
The big question
AVIATION MANAGEMENT CONFERENCE 2010