Session 3 Asignment one

1)
a)
Client's table
-customer name
-date of birth
-sex
-marital status
-nationality
-occupation
-income & wealth
-address
-contact (tel , email address)

Incident table
-case
-preference
-level of satisfaction
-complaint if any

If a client uses the same airline the second time, the client will be more satisfied in case the client's represetative knows the client genral personal data. The client does not need to spend much time to explain his preference such as his preference sitting close to the exit door.
If the customer is satisfied with the service, he will have high chance to use the same airline again and introduce his friends to use it.
With this words of mouth which is free the advertising and increase of the number of clients in long term, the revenue of the airine comany will increase.


b)
-how frequent of the client fly in a period such as a year, a month or a week
-set the guideline of the normal,frequent and very users
-As for frequent users, invite them to be general members
-As for the very frequet users, invite them be Royal members in which they are the main target group to be promoted that more discount and benefits are given to them in order keep them using the airline in long term. They are the main target group clients to bring the highest revenue to the company.

c)
-Questionare is given to clients s as to understand their preference and disstaisfication so as to increase the service's standard and revenue as a result.
-Questionare of the questions include the followings:
level of satisfaction in general
level of satisfaction to employee
level of satisfaction to hotline
level of atisfaction to cabinet
level of satsfaction to service's standard, etc

2)
Single software package and centalized database brings real time or fast data transmittion so that all the customer's data can be updated as fast possibe.
Different departments including sales and marketing can cooperate effectively.
Effective analysis and marketing can be done.
The customer will be more satisfied to the service
Reduce the marketing cost incuding acquisition and retention cost due to the spread of large turnover
lower churn rate
Achieve operational excellence
Develop new products and services such as the side business including the holiday trips run by the same airline company
Improving decision making
Promote competitive advantage
Ensure the survival of the airline company
Keep the business growth and renovate