Aspiro helped to design distruptive ways on how to retain customers and build loyalty in online travel business.
kiwi.com, one of the fastest growing unicorns in air & travel ticket industry, is looking for ways to complement growing base of new customers with additional revenues from repetitive purchase by returning customers. Aspiro engaged in project with its business design team (direactions.com) to design an innovative approach to build customer loyalty in a purely digital world.
During the project, the team has developed a loyalty framework and concept tailored to a typical Kiwi.com user, including definition of customer interaction points and retention drivers. The framework was complemented with a design of creative ideas on how to enhance customer experience towards retention, where were prioritized and translated to business architecture components.
The Aspiro-direactions team has also came up with a cross-industry partnerships in order to further enhance the loyalty concept. Our team developed a strategic partnership framework which fosters creation of non-replicable value by combining propositions and customer bases of respective companies.
Based on these inputs, Kiwi.com invited the team to support initial negotiations with one of the potential partners – a leading UK digital banking / fintech company.
“…. After developing a common framework, they [Aspiro&Direactions] came with inspiring ideas how to tackle customer retention in kiwi.com, beyond traditional industry solutions…… ”
Stephen Davis, Chief Marketing Officer
Kiwi.com, originally founded in 2012 as Skypicker has grown quickly into one of the five biggest online sellers of airline tickets in Europe, with the annual turnover multiplying in recent years to reach around 700 million euro in 2017. The company’s competitive advantage lies in “virtual interlining” – selling flight itineraries in which they combine non-cooperating airlines – for which they provide guarantees covering missed connections. With 1,500+ employees, branch offices in 9 countries and 65 000 000+ daily search queries they are currently recognized as one of the fastest growing digital startups in the world. The massive business growth has translated into 2,5 million unique users generating ca. 4 million business transactions monthly with a global reach covering US, CA, UK, DE, FR, IT – language localizations available – and 120k mobile users monthly.