Page 345 - Catalogue de formation 2018 - 2020

FREQUENT FLYER PROGRAMS (FFPS), CUSTOMER
LOYALTY MANAGEMENT WITH FRAUD PREVENTION

Objectifs
• Gain the critical capabilities required to succeed in an ever-changing global
Aviation Business and consumer environment

Benefits

• Understand competitive forces that influence corporate success with FFPs
• Recognize critical customer needs and expectations
• Maximize contributions with Loyalty Programs including pre- and after-sales
• Describe advanced strategies in loyalty management to build trust and a greater
understanding of your clients’ needs
• Explain the key elements of customer retention management processes, KPI
monitoring, fraud prevention and protection
• Identify the latest innovation, trends and predictions for FFPs

Course content
• The importance of customer loyalty management strategies and programs IATA
• How structural changes and trends influence retention management
• Frequent Flyer Program principals, optimization and their return on investment
• Maximize revenues with FFPs and FFPs in Alliances and with Partners
• Pre- and after-sales, repurchase and the relation of the brand to loyalty
• How to build trust
• Customer segmentation, and customer surveys
• FFP Fraud protection and prevention
• CRM, system and technical applications

Designed for
• Frontline, supervisors and managers from airlines, the travel industry or the
aviation customer service industry involved in FFPs, customer experience and
retention
• Individuals wishing to enhance or refresh their knowledge or new to their
responsibility

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