BUSINESS IA

What strategies should united airline implement to improve customer satisfaction to increase its market share? 

Table of ContentsIntroduction:..........................................................................................................................................2

Main Body:............................................................................................................................................2

The prime role of customer relations:...............................................................................................2

Customer relations – its innovative strategies for United Airlines:....................................................2

Creating a kiosk for complaints and feedback:..............................................................................2

Providing efficient training to the customer relations executives:................................................3

SWOT analysis of United Airlines:..........................................................................................................3

Strengths of United Airlines:..............................................................................................................4

Weaknesses of United Airlines:.........................................................................................................4

Opportunities of United Airlines:.......................................................................................................4

Threats faced by United Airlines:.......................................................................................................4

Comparison between customer satisfaction and increase of market share:.........................................4

Manipulating strategies involving a sixth-sense in business:.................................................................5

Conclusion:............................................................................................................................................5

References:............................................................................................................................................6

Appendix A............................................................................................................................................7

Appendix B............................................................................................................................................8

Appendix C............................................................................................................................................9

Introduction: United Airlines is a paragon of aviation industry as compared to all other aviation companies located in Chicago. This Pan-American airline operates across various foreign countries all over the world. A massive presence of the same airlines is even located in different destinations of Asia and Pacific islands(Smith and Jamie). This aviation company can even be considered as one of the topmost airline industry that dominated the world horizon prior to 1920s with the name of The Boeing Company. This company is presently one of the topmost aircraft manufacturers across the globe.

The major issue faced by this company at this moment is the reduction in customer service as far as global standards are concerned. Moreover, the company needs to focus on the pseudo-needs of the posh customers that the aviation industry mostly frequent. Keeping all these things in mind, some crucial strategies are implemented to ensure better satisfaction to the customers. Another important point is the augmentation of market shares with the increase in customer service. This is also kept in mind while formulating the strategies of the company.

Main Body: The prime role of customer relations: Customer relationship is the machine that gives exemplary mental peace in the minds of customers. No matter what the business is, a customer always gets close contact and personal touch by means of customer service(Chris Adalikwu). It doesn’t become much plausible for a big business concern to run the business and reach every door of their beloved customers. However, through the contrivance of customer relations it can achieve that desired goal. It is also helpful to understand the minds of the customer to know the direction of business. Business is called to be very ethical if it deals with the issue of customer satisfaction very strongly.

United Airlines is an aeronautical company with no exception to the above rule. It’s one of the major companies from the aviation industry, and this makes it possible to provide an immense service to the common people including businessmen to get the best facility in aviation(Du Wenjiang). However, a thorough customer service is the main requirement of all aviation industry to achieve progress in terms of market share. Some strategies are definitely

to be implemented to keep the increasing factor of this market share running. Without an increase in the market share and thereby revenue of business, it seems that the business has stopped keeping the ball rolling.

Customer relations – its innovative strategies for United Airlines: Creating a kiosk for complaints and feedback: Some innovative strategies are required to be adopted in order to ensure a complete credibility in business. As we all know, a business trip in a particular airlines is just a small journey. A customer definitely cannot afford to lose much time in handling the customer service related maladies. The company is mainly focused on helping the customer through a kiosk where the customers can put forward their problems or issues. The feedback thus provided will be channelized within one hour throughout the business for a handy solution within the same time frame. This particular strategy will definitely save the time of every customer and help them to understand the difference of this company with other companies in the aviation industry as far as handling of customers is concerned.

Providing efficient training to the customer relations executives: The people providing the customer service can be considered as the front face of any hospitality industry. United Airlines being a part of the hospitality industry is not an exception. So, this is another effective strategy implemented by the United Airlines for increasing the market share along with providing the best customer satisfaction. The employees who are hired for giving efficient customer service might have certain loopholes. However, such disadvantages can be busted with this smart technique of inculcating certain training methods within the organization.

SWOT analysis of United Airlines:

As we all know, SWOT analysis forms an important part of managing every business. So, a proper SWOT analysis of United Airlines cannot be ruled out in this regard. A proper case study of the SWOT analysis of United Airlines is given below:

Strengths of United Airlines: It’s the mother company of two first-class companies in the aviation industry, the

Continental Airlines and the United Airlines The brand is very trustworthy It’s considered as the largest network across China and U.S and spreads across many

places throughout Asia. It is one of the best business carriers. It consists of more than 85000 employees

Weaknesses of United Airlines: Financial let down in the present moment Dependence on third-party providers

Opportunities of United Airlines: Growth of airlines industry all across the world Disposal of people’s income for facilitating air travel Global penetration to customer’s doorstep by all companies in the aviation industry

Threats faced by United Airlines: Huge competition in the U.S market Increasing cost of fuel Union related problems involving strikes

Comparison between customer satisfaction and increase of market share: Market share is dependent mainly on the share market and the impact of revenue deduction or increase of a particular company. The share market and the rules and regulations of its calculation impact the increase or decrease of a particular company. Of course, United Airlines is not an exception(Lhabitant, Francois-Serge and Greg N Gregoriou). There are multifarious commerce specialists and veterans in business management always working for increasing the revenue manifold for keeping the share rate buoyed. Such dimensions of business cannot be overlooked in any possible way. However, the basic requirements of customer satisfaction and its subtle role in the business marketplace are never to be underestimated.

The guest relations officers are always provided with the volition of choosing the best way to deal with the customers. There have always been several ambiguities about this so-called personal freedom of choice given to the customer relationship management in United Airlines. However, such wariness got vanquished by the choicest service given by the hospitality section of the company(Makasi). The guest relations officers including the air hostesses of this Chicago based airlines are always manifested with the innate quality of etiquettes that is imbibed into them through wonderful training. The rest is always dealt with a precociousness of guest relations manager.

Manipulating strategies involving a sixth-sense in business: Enlarging a business in hospitality industry requires some sixth-sense along with business dexterity in handling customers. Often giving too much indulgence to customers drive smart customers away(Pizam). This mainly happens due to the age-old notion of a layman that too much persuasiveness in a business indicates con and dishonesty. So, the hospitality staff dealing with the relationship management is always apprehensive about fake customers and hoax calls (Du Wenjiang). Moreover, a dampening of business can occur due to the fake calls made by other business organizations privately to check the internal details of another management.

It is also to be understood that every business has an ethical value to the consumers and thereby the society at large. Customer satisfaction is definitely justified but not at the cost of lowering business prestige(Smith and Jamie). When a customer plays prank with the guest relations officer the concerned person should deal with it in a very courteous manner. The

ability of a business to deal with such circumstances proves the agility of business in a global dimension. The Chicago based United Airlines leave no stone unturned to follow this basic method for building a trustworthy connection to all its genuine customers.

Another aspect of sixth-sense comes with understanding the overall overview of the customers. The entire synopsis of customer feedback can definitely make a business understand the real lookout of its customers. In today’s world, customers do not mean the only customers of a particular business unless it is a monopoly(BOONE). A customer definitely gets the choice of moving elsewhere but a business needs to understand the demands of the customers. The entire summation of customer demands must be made in order to keep a business up and running in today’s market. Nevertheless, United Airlines have been maintaining that since inception.

Conclusion: Every business runs effectively by administering proper and healthy customer relations. This is certainly too much important for the aviation industry as it deals with high-class customers. All the business must accept that it has flaws. However, a business should try its best to avoid such flaws and concentrate on giving it a global outcome. In other words, all businesses should become intellectually mature day by day(Chris Adalikwu). It is this that results in growth of business and aviation industry is no exception to that.

United Airlines has severe competitors and it depends too much on third-party providers for fuel and technology. So, the only thing the business thrives on is customer relationship and satisfaction. This is the main aspect of this business that helps increasing its revenue in the offing.

References: BOONE, LOUIS E. Contemporary Marketing, 2013 Update. [s.l.]: Cengage

learning custom p, 2012. Print.

Buttle, Francis. Customer Relationship Management. Amsterdam: Elsevier Butterworth-Heinemann, 2004. Print.

Chris Adalikwu,. "Customer Relationship Management And Customer Satisfaction". Afr. J. Bus. Manage. 6.22 (2012): n. pag. Web.

Du, Wenjiang. Informatics And Management Science I. London: Springer, 2013. Print.

Jones, Steve, and Ashok Ranchhod. "Marketing Strategies Through Customer Attention: Beyond Technology-Enabled Customer Relationship Management". IJECRM 1.3 (2007): 279. Web.

La, Suna, and Youjae Yi. "A Critical Review Of Customer Satisfaction, Customer Loyalty, Relationship Marketing, And Customer Relationship Management". kmr 30.1 (2015): 53. Web.

Lhabitant, Francois-Serge, and Greg N Gregoriou. Stock Market Liquidity. Hoboken, N.J.: J. Wiley & Sons, 2008. Print.

Makasi, Africa. "The Impact Of Operational Customer Relationship Management On Customer Loyalty". MJSS (2014): n. pag. Web.

Pizam, Abraham. International Encyclopedia Of Hospitality Management. Amsterdam: Elsevier Butterworth Heinemann, 2005. Print.

Smith, Jamie E. Making Money From Stocks & Shares. Oxford: How To Books, 2010. Print.

Appendix A

Appendix B

Appendix C