The customer engagement strategy of Air France – KLM

Customer expectations are changing rapidly nowadays, demands are getting higher and customer loyalty is becoming more and more difficult. In a dynamic and transparent market, how can you ensure that you engage consumers with your organisation? Get ahead of the competition by offering low prices at the expense of service quality. Are there certain loyalty programs that can ensure a connection between organisation and customer? Or is this outdated? During this Virtual Round Table we addressed these questions and how customer engagement strategies affect customer satisfaction and loyalty. We also discussed how to ensure a successful loyalty program. 

Air France – KLM is an organisation that focuses on operational excellence and an intimate relationship with its customers. The loyalty program is an important part of this. During this session Simon Scholte discussed the impact and effectiveness of the ‘Flying Blue’ loyalty program. He also discussed the developments regarding the coronavirus and the impact it had on customer loyalty within KLM.

The following participants were among others present at this session:

  • Director Digital Instore | Ahold Delhaize
  • Director Consumer Services EMEA | Nike
  • Head of Customer Experience & Quality Management | TUI
  • Head of eCommerce & Engagement | ABN Amro

This session was organised by Flevum in collaboration with Microsoft, CRM Partners & Thunderhead.

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