Relacionamento com cliente: um modelo que proporcione experiências positivas em situações de contingência no mercado de transporte aéreo brasileiro

Abstract

Application project for an improvement model on customer relationship of the Brazilian air transport market during contingency situations. Benchmark, industry analysis and passenger surveys were employed to define the problem, consumer expectations and best practices applicable in the different scenarios. The proposed model consists of providing information to the passenger in real time and, based on a prioritization logic, providing the required assistance in a customized, automated and technological way through a mobile application. The proposed model demonstrates its operational viability, since the necessary teams and information already exist; its strategic viability, reinforcing the customer loyalty strategies of the companies in the sector and the financial viability, showing the return for investment required for its implementation.