Airlines must not be distracted by economic, regulatory, safety, environmental and
other external influences beyond management’s control and must maintain a very
important customer relationships and brand management. Airlines have many
consumer touch points and each is an opportunity to reinforce brand value and
loyalty. Often these opportunities are squandered with irritating service, petty fuel,
baggage or other surcharges that can make airlines seem a distasteful commodity.
Marketing plays an important role in addressing the issues that have diminished
brand perception and in restoring a positive consumer experience. Marketers must
understand every stage of the customer journey and ensure that customers are
engaged throughout. There is a transformation underway in the business world as
social media force companies to reinvent the way they build brands. This has made
brands more participatory. The new brand is much more collaborative. Airlines
need to build strong brands and influence to compete in a much-changed
environment. A new approach to the challenges of the digital world Influence
allows us to determine the most successful strategies for brands in every channel.
The customers have a right to be given quality services, flexibility and also easy
access to their various destinations. They need to be safe and rest assured that the
services received will be timely and that there is safety to their luggage. It is
important for Malaysia airlines to tailor and provide their services in a way that customers’ heartily values are given a priority. The management team needs to
restructure the rewards program and at the same time put the customers’ needs
first.
Shareholders need a promising return on their investment and they should be
assured of security and knowledge that Malaysia Airlines is working for their
interests. All the shareholders and investors have a right to be informed of the
company’s’ whereabouts for instance when the company is facing difficulties, they
should be informed and know the strategies and measures taken to solve the
mentioned problems.