Pegasus Airlines reveals complete travel brand strategy at the Customer Engagement Summit 2015
LONDON (U.K.)– At the Customer Engagement Summit held in London on 26 November, Sibel Yaman Kavuklu, the brand marketing manager for Turkey’s Pegasus Airlines', highlighted Pegasus’ strategy to build on its unrivalled position to become a complete travel brand.
Pegasus Airlines, Turkey’s leading, and one of Europe’s fastest growing, low-cost carriers joined a number of other high-profile global brands presented at the summit, including Unilever, Virgin Media, Yahoo, HSBC and Travelodge among others, as Sibel presented her case study entitled 'Understanding context and consumer behaviour to enhance your offer throughout the customer journey'.
Sibel explained how Pegasus leverages extensive consumer insights and context to deliver relevant offers and products with a ‘feel good’ factor, and how the airline focuses not only on the product, but also on the consumer to become a strong full-service travel brand that provides the full range of travel services to its passengers.
Sibel explained how insights were derived from various sources, including from focus groups, ‘mystery passenger’ research survey results, and results from social media, to cater their offering to best match the different needs and wants of the various segments of their travellers.
“The focus has been on adding the ‘Feel Good Factor’ to Pegasus services to delight our guests” said Sibel, describing how the airline has pioneered with initiatives, such as producing much-loved safety demos appealing to all ages with its latest video featuring Marvel characters - enjoyed by almost seven million viewers around the globe.
“We’ve also collaborated with a famous Turkish chef to diversify the products on the Pegasus Café Menu, and integrated our CRM systems to be able to surprise children with an on-board cake and an announcement when they fly on the week of their birthday. These are just some of the ways that Pegasus has focused on giving its guests an experience beyond being carried from one place to the other to ensure they’re touched at every step of their journey which has certainly helped us with our strong growth levels reaching 13.7% growth in passenger numbers in the first nine months of this year compared to the previous year.” Said Sibel.
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