Case study: How LATAM Airlines builds transactional and emotional loyalty
Why clear communication is the key to unlocking emotional loyalty and differentiating yourself from the competition
02/22/2024
Customer loyalty drives business success, but nurturing that loyalty calls for customer-centric experiences that engage the customer creatively while meeting their needs.
At LATAM Airlines, this has included House of the Dragon-themed chocolates when the HBO Max show got its onboard premiere and a new partnership with Audi to drive its best customers to the aircraft in an all-electric Audi Q8.
Speaking at All Access: Predictive CX, the airline’s SVP of product and CX, Dominic Purvis, explains the difference between transactional and emotional loyalty and how to effectively partner with third parties to provide enticing perks for customers.
