Five things to know about cross-channel marketing in travel | The Insight Files |

Customer experience and continued engagement have always been a pre-requisite in the global airline industry. While in the past, airlines have accomplished customer delight through loyalty programs, the digitally connected world today presents manifold opportunities to maximise customer so-called "lifetime value." With a maze of online and offline touch points and personalised experiences that customers have grown to expect, customer delight has taken on a whole new meaning and hence the need for a renewed cross-channel marketing strategy with data at the crux. This article lists five things to remember about cross-channel marketing for airlines:

  1. Where is the data?
  2. Targeting.
  3. Social focus.
  4. Better tracking.
  5. Advertising coverage.

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