How much customer data does Qantas have

[rigram]

I know Qantas have some smart IT tools to manage customer data - I believe it's based on Salesforce.

I read in forums that the number of times you call and future flights are presented to agents when they answer calls, but how much data is mined and visible, either to staff on board via their tablets or phone agents?

I'm assuming it would be able to present the "value" of a customer based on their interactions/spend with the airline.

 

[RooFlyer]

I'm assuming it would be able to present the "value" of a customer based on their interactions/spend with the airline.

Absolutely - I believe there's a metric called Net Customer Value or Score ... or something like that, widely used. There are some here who are expert in this field, I think.

And as to how much customer data the airline has - lots and lots and lots, I would think mainly through their Qantas Frequent Flyer membership. Used to great $$ benefit to the airline to target their pitches to businesses to buy QFF points.

 

[DejaBrew]

I dare say the answer is simultaneously “a lot” and “commercial in confidence”.

Absolutely - I believe there's a metric called Net Customer Value or Score ... or something like that, widely used.

Most likely “Customer Lifetime Value / Lifetime Value” (CLV/LTV).

 

[rigram]

I believe there's a metric called Net Customer Value or Score

It would be interesting (for me) to know my own

 

[markis10]

I dare say the answer is simultaneously “a lot” and “commercial in confidence”.


Most likely “Customer Lifetime Value / Lifetime Value” (CLV/LTV).

Try PCV which is an Amadeus/Altea term, if you have a few hours

https://www.travelguys.fr/wp-content/uploads/2015/11/Course-Guide_DCS_CM-1.pdf

They probably do use Salesforce but to a certain extent Amadeus leaves it for dead when it comes to the ducks nuts, ie what your worth to Qantas as a customer

 

[Aeryn]

In my experience working on Salesforce and other CRMs, it is not at all uncommon to get a feed from external systems for scoring/rating/valuing the customer, and just use the CRM to track customer service interactions (calls, emails, web tickets).

So they could well use Amadeus to calculate the PCV, and would also be loading flight booking data from there and whatever the backend of the Qantas Hotels booking engine is too.

 

[SYD]

Try PCV which is an Amadeus/Altea term, if you have a few hours

https://www.travelguys.fr/wp-content/uploads/2015/11/Course-Guide_DCS_CM-1.pdf

They probably do use Salesforce but to a certain extent Amadeus leaves it for dead when it comes to the ducks nuts, ie what your worth to Qantas as a customer

and that's just the tip of the iceberg (and not unique to QF). eg Wellbeing app, Card offers (link your CC and spend), QF Market place and the shopping portals etc etc

 

[moa999]

Think it's also a mix of access depending on the role.

Eg. First Lounge staff seek to have a lot of access and sometimes use it to try and make conversation.

 

[BenP]

I'm going to say a lot more than you think this story was from 13 years ago

Target Knows You're Pregnant

It’s a story almost too good to be true. A man walks into a Target store outside Minneapolis and angrily confronts the store manager. He shows him an advertisement that was sent to his high school daughter, filled with maternity clothing and baby items...

www.vice.com

 

[Quickstatus]

Next time you are flying in J ask the CSM what their iPad says about you.

 

[clifford]

I'm going to say a lot more than you think this story was from 13 years ago

Target Knows You're Pregnant

It’s a story almost too good to be true. A man walks into a Target store outside Minneapolis and angrily confronts the store manager. He shows him an advertisement that was sent to his high school daughter, filled with maternity clothing and baby items...

www.vice.com

It doesn't know I'm pregnant (I'm Not).

 

[CaptJCool]

They will have a pretty good idea of their SHARE of your WALLET

WHILE they don’t DIRECTLY know your actual income, there are proxies to work it out
Eg does your business pay for flights ? Or do you ? Y J sale or Flexi (how much income do you need to be churning to buy J fares?)
Street address (property valuations are easy to find)
And the. There’s things like

Roy Morgan Live


How many CC points transferred each month
Points earn
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