Airline digital channelsStarting the conversationAirline digital channelsStarting the conversation

Marc McNeillwww.dancingmango.com

Four storiesFour stories

Group leisure traveler Business traveler

Individual leisure traveler Bargain Hunter

Plan & bookPlan & book

http://www.flickr.com/photos/clappstar/131011191/

Dan Group leisure travelerDan Group leisure traveler

Dan’ from London. He wants to see the Rugby 7s in Hong Kong with his matesDan’ from London. He wants to see the Rugby 7s in Hong Kong with his mates

http://www.flickr.com/photos/djs1021/191259579/

He checks out the new Airline WebsiteHe checks out the new Airline Website

http://www.flickr.com/photos/johnwardell/125588728/www.designcomics.org/

The process is not enter dataThe process is not enter data

www.designcomics.org/

WaitWait

Not what I wantNot what I want

Oh dear…Oh dear…

Instead it is intelligent searchingInstead it is intelligent searching

Creates itinerary and shares with friendsCreates itinerary and shares with friends

Collaborative bookingCollaborative booking

http://www.flickr.com/photos/djs1021/43672433/in/set-72157608136968732/

Kim Business traveler

Kim Business traveler

Kim’s PA, Kayleigh takes a call from her to book flights to SingaporeKim’s PA, Kayleigh takes a call from her to book flights to Singapore

http://www.flickr.com/photos/impala74/2541455399/

Kim is notified on her Blackberry that the booking has been madeKim is notified on her Blackberry that the booking has been made

http://www.flickr.com/photos/edyson/21265490/

Chan Leisure travelerChan Leisure traveler

Chan is looking to go somewhere exoticChan is looking to go somewhere exotic

http://www.flickr.com/photos/travellingtamas/2557594299/

Interactive tool to help him findInteractive tool to help him find

http://www.flickr.com/photos/travellingtamas/2557594299/

Michelle Budget travelerMichelle Budget traveler

Michelle wants a cheap deal for a weekend getawayMichelle wants a cheap deal for a weekend getaway

http://www.flickr.com/photos/beglen/152030382/

Alert of great deal sent to Michelle’s desktopAlert of great deal sent to Michelle’s desktop

To the airportTo the airport

http://www.flickr.com/photos/stephangeyer/3020487807/

Notification of flight delays on mobileNotification of flight delays on mobile

http://www.flickr.com/photos/edyson/21265490/

And on the webAnd on the web

And in the executive loungeAnd in the executive lounge

http://www.flickr.com/photos/superciliousness/393598076/

Web site

Telephony

SMS

Mobile browser

Community content

Shared accounts

ServicesServices

Agent web site Kiosk

Systems

{shared services multiple applications}{shared services multiple applications}

At the airportAt the airport

http://www.flickr.com/photos/s_chang/2707780011/

Boarding passBoarding pass

http://www.flickr.com/photos/kevron/2319852737/

Boarding passBoarding pass

Web site

Telephony

SMS

Mobile browser

Community content

Shared accounts

ServicesServices

Agent web site Kiosk

Systems

{shared services multiple applications}{shared services multiple applications}

Which gate?Which gate?

In-flight shopping and pre-purchase before boarding In-flight shopping and pre-purchase before boarding

http://www.flickr.com/photos/ari/766758756/

In-flightIn-flight

Consistent web experience – the airline knows my seat, knows me Consistent web experience – the airline knows my seat, knows me

http://www.flickr.com/photos/e8club/285674658/

My partner can see where I am at home on her TVMy partner can see where I am at home on her TV

http://www.flickr.com/photos/lexrex/59956502/

Web site

Telephony

SMS

Mobile browser

Community content

Shared accounts

ServiceService

Agent web site Kiosk

Systems

{shared services multiple applications}{shared services multiple applications}

ArrivalArrival

http://www.flickr.com/photos/dougww/577957052/

Consistent experience on the phoneConsistent experience on the phone

http://www.flickr.com/photos/petroleumjelliffe/694990145/

Loyalty + communityLoyalty + community

Customer conversationCustomer conversation

Creating experience based differentiation through digital channels

Creating experience based differentiation through digital channels

http://www.flickr.com/photos/premshree/58158388/

http://www.tripit.comhttp://www.dopplr.com/http://media.b-reel.com/fb/ving_rmh/index_en.htmlhttp://www.kayak.comhttp://farecast.live.comhttp://insidetrip.com/http://www.boo.com/http://www.nileguide.com/http://www.tripbase.com/http://www.vibeagent.com/http://www.southwest.com/ding/http://www.flightstats.comhttp://www.seatguru.com/http://www.yapta.com/http://www.dohop.com/http://www.flyertalk.com/http://www.fbgolfclub.com/http://www.ideastorm.com/

Learn moreLearn more

marc mcneillwww.dancingmango.com