Welcome to Our Innovative Journey Map Presentation
In this video, we are excited to present our groundbreaking journey map, designed to revolutionize how Air Astana comprehends and engages with its valued customers. Our primary objective is crystal clear: to craft highly personalized and gratifying travel experiences, ultimately resulting in elevated customer satisfaction and unwavering brand loyalty.
Join us on this journey of innovation and discover how we're reshaping the future of travel with Air Astana. Watch now!
Audio TranscriptAuto-generated 00:01 - 00:02 Hello, everyone. 00:02 - 00:05 Today I'm excited to present you our innovative 00:05 - 00:08 journey map designed to transform the way air 00:08 - 00:11 Astana understands and interacts with its customers. 00:11 - 00:12 Our team members are 00:13 - 00:13 Josiah, 00:13 - 00:13 Beria, 00:14 - 00:14 Ng 00:14 - 00:14 and 00:14 - 00:15 AANA. 00:16 - 00:18 Our goal is clear to create more 00:18 - 00:22 personalised satisfying journeys for our customers, 00:22 - 00:26 leading to increased satisfaction and the under waving brand loyalty. 00:28 - 00:31 Let me take you to the first piece of 00:31 - 00:34 our travels journey the dreaming stage Meet David, 00:34 - 00:40 a traveller who dreams big and search unique, culturally enriching experience. 00:40 - 00:41 At this stage, 00:41 - 00:45 David is forming his preferences and the expectation, 00:45 - 00:46 his future adventures. 00:47 - 00:49 Our mission is here to inspire him, 00:49 - 00:54 following his imagination and supporting his dreams about the journey. 00:57 - 01:00 So David explores our air as 01:00 - 01:00 an 01:01 - 01:06 app, immersing himself in culture tours and the local festivals, 01:06 - 01:08 all from the comfort of his home. 01:08 - 01:13 And then he indulges in virtual culinary master classes, severing the taste of 01:13 - 01:18 our destination through immersive 360 degree video. 01:18 - 01:22 Then our user friendly website guides he 01:22 - 01:27 him with dynamic interfaces offering destination and insights 01:27 - 01:29 and the budget calculation. 01:32 - 01:35 So our possible pain point is David 01:35 - 01:36 Films face, 01:37 - 01:40 uh, challenges like limited information 01:40 - 01:42 on adventurous activities. 01:42 - 01:45 We respond by expanding our database, 01:45 - 01:49 offering comprehensive guides or travellers like 01:49 - 01:52 David in ensuring they find the excitement 01:52 - 01:53 they search. 01:53 - 01:58 Transparent pricing system and the real time notification about discount 01:58 - 02:01 enhance his confidence in planning 02:03 - 02:08 by in reaching David's dream pace with the captivating culture experiences, 02:09 - 02:11 adventurous ideas and the transparent 02:11 - 02:13 sus sustainability 02:13 - 02:14 Uh, initiative 02:15 - 02:15 a 02:16 - 02:18 Astana becomes more than just 02:18 - 02:23 an airline. We became a getaway to unforgettable cultural and, uh, 02:23 - 02:25 adventure journeys. This innovates 02:25 - 02:27 approach ensured that air Astana 02:27 - 02:28 stands out, 02:28 - 02:31 attracting travellers like uh David who 02:31 - 02:35 search meaningful and exciting travel experiences. 02:41 - 02:44 Planning in the case of David is a, uh, 02:44 - 02:48 main thing and the main important process when David 02:48 - 02:50 chooses the best option for a successful slide. 02:50 - 02:51 Also, 02:51 - 02:52 planning in marketing from the 02:52 - 02:55 customer's perspective involves taking into account 02:55 - 02:56 their 02:56 - 03:01 needs, preferences and behaviour to develop effective strategies and campaigns. 03:02 - 03:06 The first is the user actions. How act David? 03:06 - 03:13 He firstly visit our sites or other sites. Uh, compare these sites in other. 03:13 - 03:16 In our case, he, uh, visit the air 03:16 - 03:16 Astana 03:16 - 03:21 website or use a repeated travel booking platform to search for available flights. 03:22 - 03:23 Uh, 03:23 - 03:27 he compares flight ocean take into account 03:27 - 03:30 factors such as departure and the transfer Times 03:30 - 03:35 looks for tools to optimise travel routes, minimising the duration of stops 03:35 - 03:36 and, um, 03:36 - 03:41 ensures airline compliance with his company's travel policies and the guidance. 03:41 - 03:44 Browse through available flight options and select 03:44 - 03:47 the one that best suits his needs. 03:47 - 03:50 The second one is, uh, 03:52 - 03:53 touch points. 03:53 - 03:54 Uh, Air 03:54 - 03:54 Astana 03:55 - 03:59 websites have own mobile app and offering detailed flight 03:59 - 04:03 information fare breakdowns and the seat selection options. 04:03 - 04:04 And, uh uh, 04:04 - 04:08 this company has partnership with corporate travel 04:08 - 04:11 platforms to provide seamless booking experiences for 04:11 - 04:12 business clients. 04:13 - 04:14 Also, 04:14 - 04:18 personalised emails highlight incorporate travel packages and the benefits. 04:19 - 04:22 Then it's, uh, possible 04:22 - 04:23 pain 04:23 - 04:24 points. 04:24 - 04:27 It's, uh, one and the first. 04:27 - 04:31 It's limited options for customising stops and the optimising travel time. 04:32 - 04:32 Uh, 04:33 - 04:34 our customer, 04:34 - 04:38 David may face with difficulties when making payments with international card. 04:38 - 04:39 Also, 04:39 - 04:42 there will be time zone Differences can 04:42 - 04:45 also affect the availability of customer service 04:46 - 04:50 and, uh, understanding the airline's policies regarding 04:50 - 04:55 rebooking refunds or compensation for delays can be a source of frustration. 04:55 - 04:58 And, uh, our positive potential growth points 04:58 - 04:59 are 05:00 - 05:04 implement a dedicated corporate help desk to assist with policy compliance, 05:04 - 05:08 and the booking interactions develop a tool that allows 05:08 - 05:11 users to adjust stops and visualised travel routes, 05:11 - 05:14 providing on, uh, optimal travel schedule and, uh, 05:14 - 05:19 partner with other airlines and the travel companies to expand A as 05:19 - 05:19 A 05:19 - 05:24 as network given travellers seamless access to more destinations and services. 05:24 - 05:30 Uh, and, uh uh, for its, uh, sustainable projects in, 05:30 - 05:31 uh, cabin 05:31 - 05:37 also implemented personalised offers and the experiences based on passenger pros 05:37 - 05:41 and the preferences to improve the booking and the travel experiences. 05:43 - 05:44 Hello, everyone. 05:44 - 05:45 My name is Diana, 05:45 - 05:49 and I will tell you about the final stage booking that consists of flight search, 05:49 - 05:51 seat selection, payment and confirmation. 05:51 - 05:53 So let's begin with his actions. 05:54 - 05:57 You must begin by looking, uh, for a flight based on the trip 05:57 - 06:00 and needs, such as cities of departure and destinations, 06:00 - 06:03 the date of travel and the information about the passengers. 06:03 - 06:06 The selection of far involves looking at various fare 06:07 - 06:11 classes and options while taking budget comfort and amenities into 06:11 - 06:12 account 06:12 - 06:16 that it may be able to choose particular seats depending on the fare class. 06:16 - 06:19 Consumer passengers Information includes names, dates of birth, 06:19 - 06:22 passport data and contact information. 06:22 - 06:27 Then debit pays for the chosen flights as well as, uh, for, 06:27 - 06:28 uh, any extra services. 06:29 - 06:34 Um After that, he receives an email with, uh, his ticket and booking reference. 06:34 - 06:35 After making a payment, 06:35 - 06:39 he may need to modify the reservations, choose their seats, 06:39 - 06:40 um, 06:40 - 06:43 at services or ask for accommodations. 06:44 - 06:46 Uh, and after all that, there is checks, uh, 06:46 - 06:50 in for the flights either online or at the airport. 06:51 - 06:52 Uh, after that, 06:53 - 06:55 we have touch points with airline. 06:58 - 07:02 It includes a website where users can, uh, search, uh, 07:02 - 07:04 reserve and manage flights via the 07:05 - 07:08 official website or mobile app of, uh, SML, 07:08 - 07:08 uh, 07:08 - 07:11 customer support where users can get help 07:11 - 07:14 or information by contacting customer support. 07:14 - 07:19 Uh, when, uh, checking at the airport Passengers, uh, speak with, uh, 07:19 - 07:22 airline representatives and employers. 07:22 - 07:25 But, uh, we may have possible paying points 07:26 - 07:27 that debit may be faced with. 07:29 - 07:31 Firstly, it is a complex booking process. 07:31 - 07:34 Users may become frustrated by, 07:34 - 07:37 uh, booking process technical problems. 07:37 - 07:40 Uh, website or apple buck could make a booking impossible. 07:40 - 07:45 Payment issues for users, payment issues or security worries might be 07:45 - 07:47 a little bit frustrating. 07:47 - 07:51 And seat seat availability use may be let down by 07:51 - 07:54 a lack of available seats in the desire for class 07:54 - 07:56 and, of course, customer service, 07:56 - 08:02 uh, unhelpful or uh, unresponsive customer service can result in disconnect. 08:03 - 08:04 Hello, everyone. My name is 08:04 - 08:07 Nargis, and now I would like to tell you about potential growth points. 08:07 - 08:08 Uh, 08:08 - 08:11 a better customer experience can be achieved by streaming 08:11 - 08:14 their reservation process and enhancing the user interface. 08:14 - 08:14 Also, 08:14 - 08:18 personalization can boost satisfaction by making personalise personalised 08:18 - 08:21 seat and tariff choices based on customer preferences. 08:22 - 08:24 Uh, the next is flexible payment options. 08:24 - 08:27 It means that a wider consum consumer base can be attracted by 08:28 - 08:32 offering a variety of payment options and ensuring a secure payment process. 08:33 - 08:35 Uh, the next customer service enhancement, 08:35 - 08:38 uh, trust and loyalty can be developed by quick, 08:38 - 08:41 accommodating and helpful customer service. 08:41 - 08:44 Uh, integration of the airlines loyalty programme. 08:44 - 08:47 Uh, throughout the booking process, uh, could result in increased 08:47 - 08:49 repeat business 08:49 - 08:50 and, uh, 08:50 - 08:52 to conclude, we want to say that 08:52 - 08:56 uh, developing customer service in the airline industry is a crucial, uh, 08:56 - 08:58 for creating experience for, 08:59 - 09:04 uh, passengers. Uh, and this experience should be positive and memorable. 09:04 - 09:05 Uh, 09:05 - 09:11 and we can make it by, uh, focusing on training, empowering employees, uh, 09:11 - 09:14 leveraging technology and prioritising customer 09:14 - 09:19 satisfaction. Uh, airlines can enhance their customer service offerings, 09:19 - 09:19 uh, 09:19 - 09:23 providing comprehensive training programmes implementing AC 09:23 - 09:24 central culture. 09:24 - 09:27 Embracing technology solutions and improving communication channels are, uh, 09:28 - 09:28 key strate 09:29 - 09:31 strategies, uh, to consider, 09:31 - 09:33 um additionally personalising the customer 09:33 - 09:36 experience proactively handling issues, 09:36 - 09:37 seeking customer feedback, 09:37 - 09:40 collaborating with partners and engaging in 09:40 - 09:42 continuous improvement are vital steps, 09:42 - 09:46 uh, towards, uh, delivering exceptional service. 09:46 - 09:50 And by following this approach as airlines can foster customer loyalty, 09:50 - 09:53 generate positive brand perception, 09:53 - 09:57 uh, and ultimately contribute to the growth and success of the industry as a whole. 09:57 - 09:58 Thank you for your attention.
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