When loyalty is your business, how do you support and engage your members and offer the best digital experience? Jet Privilege turned to personalizing the web experience, tailored to the needs of its members, encouraging loyalty in return.
Since its formation in 2014, the rewards management company and frequent flyer program of Jet Airways has been on a growth journey, with a focus on adding new members and increasing activities around airline and non-airline value propositions, such as shopping, dining, and hotel bookings. These value propositions create multiple opportunities for its members to earn JPMiles—the program’s reward currency—that can be redeemed for award flights.
When the company realized that many of its members were not aware of the breadth and depth of its offering, and wanted to simplify the member experience, Jet Privilege selected OpenText™ TeamSite as its web content management platform. TeamSite provides dynamic, consistent experiences for its members and partners across all marketing channels, including web sites, mobile platforms, email, portals and more.
Using TeamSite, Jet Privilege revamped its web site and launched an integrated search widget to serve as the single information source for the entire portfolio. OpenText™ LiveSite ensures every moment is personalized for a targeted, segmented, and individually relevant experience. For instance, when a member visits the site with a voucher code close to expiration, the system automatically references the code and pre-fills the number for a shopping transaction.
“We definitely wanted to go down the personalization route,” says Ketan Phanse, Head of Information Technology for Jet Privilege. “That’s where the TeamSite and LiveSite capabilities stood out for us.”
Teamsite and LiveSite enhance JetPrivilege’s ability to track interaction, then target content to drive customer lifetime value or other metrics. “That level of personalization and segmentation is able to give us business results and KPIs around cross-selling, higher retention and utilization of services,” Phanse adds.
“Whether a moment of service, a moment of purchase, or a moment of decision … how you identify and treat that moment for a particular customer is what makes a good customer experience.” – Ketan Phanse, Head of Information Technology, Jet Privilege
We had the pleasure of interviewing Ketan Phanse at Enterprise World 2017 to learn more about how Jet Privilege is driving loyalty through a personalization approach. Check out the customer video and full story here.
Recognizing the value of customer loyalty, Jet Privilege is a highly regarded member of the OpenText Elite™ customer loyalty program. Discover the benefits and rewards of OpenText Elite here.