Report on customer experience management of Oman air

Introduction of Oman Air

This report is related to customer experience management. This is the main exercise for responding to the main requirements of the customers. This activity is performed for providing customers with complete satisfaction. In this report, there is comprehensive information about the Oman air. This is one of the best airline company that is located in Oman. In the starting part of the report, there is complete information about this company. There is detail information about the background of the company with its main objectives. Then after this, two customer segments were discussed in detail with complete information. Moreover, in the last part of the report, there is some recommendation for the Oman air through which this company can upgrade its airline for its customers.  

Proper information about the brand of Oman Air

For completing the main objective of the report I have chosen Oman Air as a brand. This company is based in Oman. It can be noted that the Oman international services were started in 1970 and 1972. Then after this, in 1981, the aviation industry of the country started with the joint of the stock company. Then they started to work and finding the main route for an international airline. Due to this a company was founded and named as Oman air. This company came into being on 4^th of June 1993. Now this company is the best airline company that is based in Oman (Oman Airlines, 2019).

The objective of Oman Air

It can be noted that without any aim and objectives any company in the world is useless. The company is only successful when there is a proper obligation of the objectives of the company. This section will discuss several objectives of this company in detail.

It can be seen that as an airline company one of the most important objectives is the safety of its customers. This company is focusing on the safety of their customers during air travelling. This company is ensuring that its customers will enjoy save and luxury journey.

Moreover, the next objective is related to the market position of this company. Oman Air wanted to ensure that they will be the first choice of their customers in any case in the aviation market. Following this, their next objective is related to their revenue. This company wanted to ensure that they wanted to increase their revenue but also wanted to minimize the cost of travelling. This means that their focus is to increase the value of annual revenue by minimizing the cost of travel for the ease of their customers (Oman Air Annual Report 2017., 2018).

On the other hand, their next objective is related to the 10 years plan. This company wanted to achieve its 10-year plan in an effective way for the future. This means that if this company can achieve it then it will become extremely easy to stay in the market for a long time.

Another objective of this company is related to the comfort of its customers. This company just wanted to provide complete ease and luxury facilities for their journey. Through the help of these facilities, they can pass the journey with perfection. One of the most important objectives of this company is to play a vital role in the development of the country. They know that through the help of ideal airline services they can easily support the country in development (Rajasekar, 2017).

Customer segments with current experience and journey maps of Oman Air

In the Oman air, there are about two customers segments the first one is related to the Economy class and the next one is related to the business class. These two customer segments are used by almost every airline company in the world. But it can be noted that the customer's segment of the Oman Air is completely different from the other airlines in the world. This is the reason why this company is recommended by many passengers in the world.

For the customer segments, the Oman Air was involved in launching the brand new multi-segment in 2015 and its name is Oman Air Rahal. This service is completely different from the other customer segments that are provided by several airline companies in the world.

The best thing is that Oman Air Rahal is covering this particular destination of the world that may include, Dammam, Dubai, Abudhabi, Doha, Bahrain, Riyadh, Muscat, Tehran and Kuwait. Through the help of this multi-segment of Oman Air, you can book four flights at a time and then consume it within 12 months without any difficulty.

The best thing about this service is that it is offering about 30% of the discounts to the different segments of the airline. This segment is covering all important cities that are located near to Muscat. This is the best news for the regular customers of Oman Air. This is because this service is allowing the customers four return flights. Through this, the customers can decide the other timings of the flight according to their demand and also avail it within 12 months after purchasing (Subramoniam, 2018).

One of the amazing facts is that the price of the economy class ticket is only about 123 OR per person that is between these eight flight segments. On the other hand, the ticket price for the business class is only about 496 OR that is also applied to these eight flight segments. Due to this fact, the customer can save more money than before. According to the given information, it shows that the customers can save 53 OR in the economy class and about 212 OR in the business class. According to the given information, this customer segment is the best one for the Oman people.  

It can be noted that after the launch of the Oman Air Rahal ticket the chief sale officer was extremely happy. He also said that it was one of the positive steps that are taken by the Oman Air for the ease of their customers. This service will also allow their regular travellers to make a huge saving for the entire month.  Moreover, this service will also enable the Sindbad frequent flyer program for the ease of their customers. The travellers can add their miles on all journeys and then after one year, they can easily redeem these points for their future flights. 

Moreover, it can be noted that the Oman Air Rahal tickets are only available for the customers till the 30^th of November. He is also ensuring to their valuable customers that this ticket offer will add huge value to their customers and also they can easily get amazing benefits from this remarkable offer. For that case, the customers have to reserve these tickets as early as possible.

The main fact is that this service was only valid in 2015, now this company has to enhance this new service for the ease of their customers. It is not easy for them but the company has to take such steps for their valuable customers. It can be noted that through the Oman Air Rahal the customers have given positive feedback and also wanted this service again. It can be seen that there are many customers of Oman Air that was unable to avail this offer because of the poor marketing strategy of this company. But now they have to apply new marketing strategies for the future. This is because through these they can build trust in their customers.

The main fact is that if Oman Air works on a similar offer for their regular customers then they can easily able to build trust in them. From the Oman, Air Rahal ticketing offer the customers were extremely glad especially that were doing business in these particular regions. This company has to ensure that customer satisfaction is extremely important for development.

Current experience and journey map of Oman Air

It can be noted that Oman air is the national airline company that is based in Oman. This company is involved in providing aviation services to their customers. This company is also providing services to international passengers.

The headquarters of the Oman Air is located in Muscat Oman. Also, Muscat is the capital of Oman. The name of the chairman of this company is Ahmad Bin Muhammad Al Futtaisi. On the other hand, the CEO of Oman Air is Abdul Aziz Al Rasisi. The most important thing is that Oman Air is founded by the Oman Aviation group. Moreover, this company is providing services to its local and also international customers. 

Recommendations of Oman Air

There are some important recommendations for Oman Air. Through following these recommendations this company is able to enhance the customer experience in a proper way. If this company is able to follow these recommendations then it will become extremely simple to attract the customers from all over the world.

The first recommendation is related to the rules and regulations of the destination country. This means that if this company is giving the international services to their customers then they must have to ensure the rules and regulation of that place. This is because if they are not able to obey the rules and regulation of that place then this company may be banned from a particular company. Moreover, if they are banned from the country they will affect the progress of the company and also affects their future.

The next recommendation is related to the improvement of the ERP system and other online services. It can be noted that technology is increasing day by day and due to this, every company is moving towards online services. If this company is unable to move towards up-gradation of the online services then they may be left behind from other airline companies of the world. The main reason is that nowadays many customers wanted to use online services for booking their seats. They do not have enough time to buy the ticket from the main office. Therefore, they use online services for that purpose. This is the main reason they have to work on online services. 

Moreover, the third recommendation is related to the leadership pricing strategy. It can be noted that if the Oman Air is involved in using the leadership pricing strategy then they can easily attract more customers towards their airline. The main reason is that this pricing strategy is one of the best one for improving customer satisfaction. The customers always wanted to travel at low cost when there is a low rush. If they don't apply the leadership pricing strategy then their customers will move toward another airline. I think this is what they don't want for their future.

Furthermore, the next recommendation is related to the enhancement the marketing and business. In the world of technology, companies are using attractive and unique ways of increasing marketing. Therefore, Oman Air also has to work on these unique marketing strategies in their company. Through this, they can easily efficiently upgrade their business. The main thing is that through the help of perfect marketing they can attract customers from different parts of the world. For that, they have to upgrade the marketing strategy.

The next recommendation is related to the training of their employees. Any company in the world is successful is due to their ideal employees. If the employees of the company are perfect then it will be quite easy for the company to achieve their goals in a perfect way. For that case, there is a need for training that will upgrade the skills of their employees. If Oman Air can train their employees properly then there will be no problem in the future for that company.

Conclusion of Oman Air

Summing up all the discussion from above, it is concluded that customer experience management is extremely important for any company in the world. Through this activity, they can easily perfectly satisfy their customers. In this report, there is complete information on the Oman air. This is one of the best airline company that is located in Oman. In the starting part of the report, there is complete information about this company. It can be noted that the Oman international services were started in 1970 and 1972. Then after this, in 1981, the aviation industry of the country started with the joint of the stock company.

This company came into being on 4^th of June 1993. Now this company is the best airline company that is based in Oman. It can be seen that as an airline company one of the most important objectives is the safety of its customers. This company is focusing on the safety of their customers during air travelling. This company is ensuring that its customers will enjoy save and luxury journey.

This company wanted to ensure that they wanted to increase their revenue but also wanted to minimize the cost of travelling. This means that their focus is to increase the value of annual revenue by minimizing the cost of travel for the ease of their customers. These two customer segments are used by almost every airline company in the world. But it can be noted that the customer's segment of the Oman Air is completely different from the other airlines in the world

For the customer segments, the Oman Air was involved in launching the brand new multi-segment in 2015 and its name is Oman Air Rahal. The best thing about this service is that it is offering about 30% of the discounts to the different segments of the airline. Due to this fact, the customer is able to save more money than before. According to the given information, it shows that the customers are able to save 53 OR in the economy class and about 212 OR in the business class.

References of Oman Air

Oman Air Annual Report 2017. (2018). Oman Air Annual Report. Retrieved from https://www.omanair.com/sites/default/files/content/about_us/pdf/2017annualreport_eng.pdf

Oman Air lines. (2019). History . Retrieved from https://www.omanair.com/pk/en/uber-oman-air/history

Rajasekar, J. a. (2017). Oman Air: Challenges of repositioning through business level strategy. Journal of Management Cases,.

Subramoniam, A.-E. A.-M. (2018). SWOT analysis on Oman tourism: A case study. journal of Economic Development, Management, IT, Finance, and Marketing.