Classic Airlines' Marketing Challenge

According to Greyhound, it takes a total of sixty-five hours to drive from New York to Los Angeles by bus with no transfer (“Choose your outgoing trip,” 2016). The same trip with Southwest Airlines takes approximately eight hours (“Select Departing Fight,” 2016). In 1971 Southwest Airlines became an official airline company when they won a U.S Supreme Court ruling and purchased three Boeing 737 (Thomas, Peteraf, Gamble &Strickland, 2016, p. c-341). As of 2014 Southwest’s fleet has grown to an astonishing 665 aircraft that recorded 902 thousand flights in 2013 (Thomas, et al., 2016, p. c-341). By evaluating Southwest’s industry maturation, strategies, their success in the sector it will be possible to make recommendations for Southwest 's future growth.

percentage of sales to 83.52% in 2012 from 79.79% in 2011. The declining operational efficiency of the company

Every industry from healthcare to manufacturing faces environmental challenges. Many thoughtful companies respond through various marketing strategies. The airline industry, in particular, seen a host of environmental factors since 2001 including air quality, climate change, emissions, and noise regulations to name a few. Southwest airlines, in particular, have taken specific tactics to both blunt and exploit these environmental factors. As a result, Southwest has a market strategy that allows continuing as a major airline carrier in the United States.

 Customer Relationship Marketing is a practice that encompasses all marketing activities directed toward establishing, developing, and maintaining successful customer relationships. The focus of relationship marketing is on developing long-term relationships and improving corporate performance through customer loyalty and customer retention (Peppers & Rogers, 1997).

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

Technology is growing rapidly since the early 90’s and a lot has changed in the marketing sector on how businesses operate. The internet has made it possible for businesses to market their products and services through digital channels. According to Smallwood, (2016). “The way people connect, communicate, and share information online has evolved in ways unimaginable just a generation ago, yet from a marketer 's perspective the biggest change may be in the amount of information suddenly available.” Through digital media consumers are able to associate themselves with the products and services that are rendered. The three organizations I have seen advertised; that have specifically focused on digital media to market its products and or services are, Southwest Airline, John Foy & Associates, and the Coca-Cola Company.

BA’s product in essence relates to the flights offered. However, the product can be drilled down into specific areas ranging from the airport lounges around the world, the ‘extras’ that you can buy on board such as model BA aeroplanes or even package holidays. Each of these has been specifically tailored to meet customer expectations (which are highlighted in the section of the report titled ‘target market’). This part of the marketing mix focuses on how BA’s products are managed and in the Guardian case study article titled ‘BA, Iberia and American Airlines tie-up heralds new era of transatlantic travel’ dated 06/10/2010 it shows how BA have made an executive decision to link their websites with other companies to have the possibility to offer a higher number of routes (products) to their potential customers.

British Airways (BA) was formed when the 4 nationalised airlines were merged together in 1974, it was then privatised by the then conservative Government in 1987, this led to a period of growth and expansion with the airline taking over three smaller British Airlines before merging with Spain’s Iberia in 2012 to form the International Airlines Group (IAG) which is the third largest airline in the world in terms of revenue. BA has been the United Kingdom’s flag carrying Airline since its formation in 1974 however it is only the second largest airline in the UK after EasyJet.

British Airways (BA) is a company that encountered several difficulties back in the 1970’s and 1980’s. The poor performances of the organization, was leading the company to failure. BA was offering a service that even though it accomplished the mission of the company, was not providing customer satisfaction. The organization was not taking into consideration the needs of the costumer and was not providing an acceptable customer service experience. “Productivity at BA in the 1970s was strikingly bad, especially in contrast to other leading foreign airlines” (Jick, Peiperl, 2010, p.28). Due to numerous changes, the company increased their revenues and became a respectful and well know organization.

Table of ContentExecutive Summary1I. Introduction2II. Main Body1. History of British Airways22. Current strategic situation….42.1 Internal analysis42.2 External Analysis52.3 SWOT82.4. Current strategy93. Potential Strategic options124. Recommended strategic direction with rationale164.2 Strategy Evaluation175. Identification of critical success factors186. Performance measurement criteria197. Conclusion218. Bilbliography249. References24Executive SummaryThe main aim of this report is to undertake a review and analysis of British Airways. It is UK's leading airlines both at international and domestic level, with its operations spread over 300 destinations across the world. The report starts with a brief description of the company. Then the

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

Today, more and more companies find that cultivating customer loyalty is a key factor to achieve success. Customer relationship management (CRM) focuses on the relationship between customer and company. Due to this feature, many companies are trying to establish their own CRM system for helping them to connect new customers and boost old customers’ long-term loyalty. CRM systems include operations and analysis, and relationship marketing strategy and supporting, customer-centric business processes (Buttle 2004). With the development of information technology (IT), using CRM system

Successful CRM is crucial in maintaining the business so that partner companies would keep the strong cooperation bond and alliance. For instance, hotel reward points for air ticket programme would require both hotel and air company to work together for planning and development. Thirdly, effective customer relationship management smoothens daily operation. The speed of transaction with linkage to loyalty reward schemes will be fastened if an effective system is developed. This could easily track customers’ data, preferences, any record that is needed once loyal guests return. Entire staff would be able to know the way to serve particular guests without further question. This enhances customer satisfaction and establishes a stronger commitment between the company and customers.

Customer relationship management (CRM) is widely implemented and centralized system which offers a place for interaction under a company. An employee can handle again the repeated problem which occurred in the past by re-investigate it. Besides, CRM provides a place to identify what customers wants. Employees can track customer’s expectation by their feedback and communication that can improve their buying experience and stay interact with customer in order to understand their true needs.CRM also has ability to let the company see the customer interaction in clear picture. Different customers from different segments require different products and services, but this complex situation can handle well by CRM. Furthermore, CRM provides quality and efficiency system in the company management that helps company achieves their success by building long-term customer relationship.

Classic Airlines consists of 375 aircraft that travel to 240 cities more than 2300 times per day with a workforce of 32,000 personnel. Classic Airlines’ revenue was in excess of $8.7 billion last year bringing in a $10 million dollar profit and establishing the airline as the fifth largest air travel company in the world. Despite good sales and profits, Classic Airlines has been receiving harsh criticism from their customers resulting in a 10% decrease in profit shares, reduction in customer loyalty, 19% drop in rewards customers, 21% reduction in flights and the lowest morale seen in recent years. Classic Airlines remains optimistic about customer flight travel but must find