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.