Lessons Learned From Chinese Airlines' Customer Engagement Strategies

Chinese business leaders are recognizing that the market landscape is changing; demanding customers have driven customer acquisition, retention, and service to the top of their business priority hit list. Like other companies in China bracing for the age of the customer, the country's airlines are showing how an industry can transform its business models to focus on improving customer engagement and adjust its marketing, product, and business strategies to support the transition. This report outlines the lessons that China's airline industry is learning that other industries can also apply; it also describes the new roles that Chinese infrastructure and operations (I&O) teams need to adopt and the changes they must make to become transformation enablers.