Inbox Insider: Airlines ease flying with e-mails for CRM

Share this content:

I've been flying a lot this month, both for vacation and business, and e-mail updates for upcoming flights have made the experience smoother.

About 24 hours before each flight, I've received an e-mail reminder telling me that my departure is the next day and asking me if I'd like to check in or change my seat. As someone who always uses e-tickets, I appreciate having this e-mail at the top of my inbox, so that, while at the airport, I do not have to dig through a month's worth e-mails from when I booked the flight.

An e-mail I received this week from Virgin America also includes useful information about the in-flight experience. There is a link to learn more about how to use Wi-Fi on board, as well as links describing the food available during the flight and the airport lounge. In addition, there is some information on new checked baggage fees, so that I won't be surprised at the airport. This is a great example of using a transactional message as a marketing message, by upselling services for today's flight.

On a flight that I took a couple of weeks ago, the e-mail was integrated with an automated phone call. First, I got an e-mail letting me check in online. This was followed by a phone call, informing me that the plane was running 10 minutes late. Talk about great integration.

These are both great examples of using e-mail as a CRM program, and building the relationship before a consumer interacts physically with the brand.

close

Next Article in Email Marketing

Sign up to our newsletters

Company of the Week

We recently were named B2B Magazine's Direct Marketing Agency of the Year, and with good reason: We make real, measureable, positive change happen for our clients. A full-service agency founded in 1974, Bader Rutter expertly helps you get the right message to the right audience at the right time through the right channels. As we engage our clients' audiences along their journey, direct marketing (email, direct mail, phone, SMS) and behavioral marketing (SEM, retargeting, contextual) channels deliver information relevant to the needs of each stage. We are experts at implementing and leveraging marketing technologies such as CRM and marketing automation in order to synchronize sales and marketing communications. Our team of architects and activators plan, execute, measure and adjust in real time to ensure the strategy is working as needed and change things if it's not.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above