Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd Logo
Upload

Welcome to Scribd!

  • 381 views

    Jet Airways Case Study

    Uploaded by

    Shubhadip Biswas
    Jet Airways is a major Indian airline based in Mumbai with over 400 daily flights to 67 destinations worldwide. Its main goal is to provide flawless customer service both internally and externally by bridging communication gaps across departments and destinations. The airline's loyalty program is called Jet Privilege, which has 5 membership tiers - Blue, Blue Plus, Silver, Gold, and Platinum - determined by tier points and miles earned over 12 or 6 month periods. Higher tiers provide increased benefits like priority check-in, baggage allowances, and lounge access. Compared to Tesco's flat loyalty program, Jet Privilege focuses on high value customers through its tier system. This concentrates benefits and creates

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPSX, PDF, TXT or read online from Scribd

    Jet Airways Case Study

    Uploaded by

    Shubhadip Biswas
    381 views14 pages
    Jet Airways is a major Indian airline based in Mumbai with over 400 daily flights to 67 destinations worldwide. Its main goal is to provide flawless customer service both internally and externally by bridging communication gaps across departments and destinations. The airline's loyalty program is called Jet Privilege, which has 5 membership tiers - Blue, Blue Plus, Silver, Gold, and Platinum - determined by tier points and miles earned over 12 or 6 month periods. Higher tiers provide increased benefits like priority check-in, baggage allowances, and lounge access. Compared to Tesco's flat loyalty program, Jet Privilege focuses on high value customers through its tier system. This concentrates benefits and creates

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PPSX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Jet Airways is a major Indian airline based in Mumbai with over 400 daily flights to 67 destinations worldwide. Its main goal is to provide flawless customer service both internally and externally by bridging communication gaps across departments and destinations. The airline's loyalty program is called Jet Privilege, which has 5 membership tiers - Blue, Blue Plus, Silver, Gold, and Platinum - determined by tier points and miles earned over 12 or 6 month periods. Higher tiers provide increased benefits like priority check-in, baggage allowances, and lounge access. Compared to Tesco's flat loyalty program, Jet Privilege focuses on high value customers through its tier system. This concentrates benefits and creates

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPSX, PDF, TXT or read online from Scribd
    Download as ppsx, pdf, or txt
    381 views14 pages

    Jet Airways Case Study

    Uploaded by

    Shubhadip Biswas
    Jet Airways is a major Indian airline based in Mumbai with over 400 daily flights to 67 destinations worldwide. Its main goal is to provide flawless customer service both internally and externally by bridging communication gaps across departments and destinations. The airline's loyalty program is called Jet Privilege, which has 5 membership tiers - Blue, Blue Plus, Silver, Gold, and Platinum - determined by tier points and miles earned over 12 or 6 month periods. Higher tiers provide increased benefits like priority check-in, baggage allowances, and lounge access. Compared to Tesco's flat loyalty program, Jet Privilege focuses on high value customers through its tier system. This concentrates benefits and creates

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPSX, PDF, TXT or read online from Scribd
    Download as ppsx, pdf, or txt
    of 14
    At a glance
    Powered by AI
    The key takeaways are that Jet Airways is a major Indian airline based in Mumbai with hubs across India. It discusses its loyalty program Jet Privilege in detail along with comparisons to other loyalty programs.

    The different tiers in Jet Privilege are Blue, Blue Plus, Silver, Gold and Platinum. Higher tiers provide benefits like additional baggage allowance, lounge access, priority check-in etc.

    A flat loyalty program like Tesco's focuses only on communication and offers, while a tiered program like Jet Privilege concentrates benefits based on customer value and creates a sense of status and partnership among high value customers.

    Flying Jet Airways: Is it really a privilege

    By:
    11

    About
    Major Indian airline based in Mumbai, Maharashtra Market leader in the domestic sector. Operates over 400 flights daily to 67 destinations worldwide. Main hub is Chhatrapati Shivaji International Airport, with secondary hubs at Delhi, Chennai,Ahmedabad, Bengaluru, Pune and Kolkata.

    22

    Seamless service helping in facilitating Creating value for its shareholders and CRM
    the economy The aim is to provide a flawless service to the customer, external and internal. The employees must know their customers. Abridging the gap across departments and across destinations as one strong chain.

    33

    The loyalty program of Jet Airways--- Jet 5 Membership tiers Privilege


    Elite tiers--platinum, gold, silver--specially created for most frequent flyers. ii. blue plus and blue The Dynamic Tier Review (DTR) System
    i.

    DTR evaluates a member's tier based on Tier Points and Tier JPMiles.

    44

    The loyalty program of Jet Airways--- Jet Privilege


    Tier Points / Tier JPMiles /Tier Upgrade 12-month Track 6-month Fast Track Fast

    Upgrade

    Upgrade Blue to Blue Plus 5/ 7500 Not Applicable Blue Plus to Silver 15/ 22500 20/ 30000 Silver to Gold 30/ 45000 40/

    55

    The loyalty program of Jet Airways--- Jet Facility: Privilege


    Tele check-in Web check-in Kiosk check-in Additional baggage allowance Priority tagging Lounge access Guaranteed reservations upto 24 hrs 66

    The loyalty program of Southwest Airlines --Rapid earn points With SWA travelersRewardsnot miles. Program

    77

    Comparison of flat loyalty programby TESCO and tier system ofby Tesco--flat one. JET AIRWAYS Loyalty program
    This program is a way of learning about how consumers shop and what they want from their retailer Not just changing the one-to-one communication with the customer but changing the physical retail offer. It is directed at costs and benefits of an offering and not at the brand itself.

    88

    Comparison of flat loyalty programby TESCO and tier system offers 5 membership of JET AIRWAYS Jet Privilege
    tiers.

    Benefit of JET PRIVILEGE :

    concentrates on a companys most valuable customers, may create more value at a lower overall program cost It is a way to shift a customer into a partner

    99

    Comparison of flat loyalty programby TESCO and tier system of JET statusAIRWAYS Labeling the tiers in
    signaling names (e.g., silver, gold, platinum) makes consumers more sensitive to program hierarchy.

    Basic benefits: Shift - Acquire new customers Lift - Increase the spending of existing customers Retention - Improve the natural churn 1010

    Comparison of 3 tier system and 5 tier system

    How big of a gap exists in the benefits offered to the different tiers does not matter much to consumers. Consumers feel good when they are in elite group consumers feel more special Adding a subordinate elite tier enhances their perceptions of status Inclusion of two more tires will help1111

    Aggregate loyalty offering the right solution for Indian market and Indian markets are huge

    diverse,

    It is quite challenging to understand each customer individually. Indian customers can be broadly classified into two categories averse to change and is less experimental in nature Choosy and no emotional bond
    1212

    1.

    2.

    Aggregate loyalty offering the right solution for Indian market to spend Encourage the customer

    where we want them to spend.

    complimentary and non-competing partners who can add value to the customer experience are chosen to participate in the program. Identify potential customer Reduce overall acquisition cost Target is to create, to keep and to
    1313

    THANK YOU
    1414

    You might also like