A leading company in air transport in Spain and Latin America needed to maintain the loyalty of all its customers and especially the most profitable ones for the company. Currently, thanks to the use of SAS, not only knows who its most profitable customers are but also knows the 100,000 over which 20% of its total revenues are concentrated. He has identified them, knows their spending patterns, preferences for using the company’s services, and can predict their behavior in the short and medium term. For The Evergreen Wealth Formula 2.0 from James Scholes offers the best deal here.
By adapting the offer to the target the company is targeting, we have reached response rates in the campaigns of around 15%.
The survival of every company
In the current competitive environment, the company depends on finding the secret to get a customer to return to it again and again. It is accepted that the long-term value of an existing and faithful customer is much greater than that of a new short-term customer. In fact, several studies claim that capturing a new customer is ten times more expensive than retaining and building loyalty to existing ones.
In this line, for , a leading company in area transport in Spain and Latin America, preserving the loyalty of all its customers and especially the most profitable ones, it had become a vital aspect for the business. The group needed to know everything about the satisfaction and income generation of their customers: Who they were, where they were the most profitable, and if they were satisfied with the company.
To maintain the interest of the real customers, has a formidable loyalty tool, the Plus card, which through a cumulative points system, allows for free flights and, applying a system of categories – silver, gold, platinum according to use, gives access to a series of extra services and preferential treatment; so that a platinum Plus customer is a real VIP for the company.
But the system did not offer the maximum of its possibilities. needed to know those customers better and be able to get all this information to the hot spots of the company, that is, those in contact with the traveler, to maximize their competitive advantages.
With these premises, executives decide to bet on an effective solution for managing their relations with their customers, insofar as they are the center of their activity, their most valuable asset. For this, they evaluated the market, and after a careful section process, they relied on SAS technology.
CRM strategy is not limited to the simple management of customer relations, but rather to that of well-known customers, offering special attention to those that are really profitable for the company. Needed to impact on revenues from its most loyal customers. It was necessary to clearly identify those profitable customers and establish efficient campaigns to maximize their loyalty and avoid their flight to other companies. To this was added the need to have reliable information on issues essentials related to the loyalty of their best customers, such as the degree of satisfaction of the services they received from the company.