In the airline industry, data mining can improve customer service and, at the same time, increase...

 

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In the airline industry, data mining can improve customer service and, at the same time, increase revenue. An airline crew will know if, say, the customer in seat 19A is a vegetarian or is allergic to a certain food. It will also know which passenger lost her bags on a previous flight. Airline marketing is becoming more sophisticated, based on passengers online-browsing histories and the wealth of information available through social media. To sell products and services to their passengers, some airlines now combine the passenger's flight information (such as name, frequent flyer number, age, income, and address) with social media information (such as the number of "Likes" on the passenger's Facebook page). All this information could be accessible to flight attendants equipped with tablets and smartphones in the cabin. Data mining could improve the targeted in- flight sales by knowing the passenger's destination, income, and social media interests. For example, show tickets, helicopter tours, and tickets for boxing matches could be sold to passengers en route to Las Vegas. However, airlines must make every effort to protect the privacy of their passengers. There must be a balance between providing excellent customer service and protecting the passengers' personal information. After reading the information presented in this text module and other sources, write a one- page paper that identifies three companies (in addition to one mentioned in this example) that are using data mining tools. Explain how data mining has helped these companies with their bottom lines. Are data-mining tools beneficial to service companies or manufacturing or both? In the airline industry, data mining can improve customer service and, at the same time, increase revenue. An airline crew will know if, say, the customer in seat 19A is a vegetarian or is allergic to a certain food. It will also know which passenger lost her bags on a previous flight. Airline marketing is becoming more sophisticated, based on passengers online-browsing histories and the wealth of information available through social media. To sell products and services to their passengers, some airlines now combine the passenger's flight information (such as name, frequent flyer number, age, income, and address) with social media information (such as the number of "Likes" on the passenger's Facebook page). All this information could be accessible to flight attendants equipped with tablets and smartphones in the cabin. Data mining could improve the targeted in- flight sales by knowing the passenger's destination, income, and social media interests. For example, show tickets, helicopter tours, and tickets for boxing matches could be sold to passengers en route to Las Vegas. However, airlines must make every effort to protect the privacy of their passengers. There must be a balance between providing excellent customer service and protecting the passengers' personal information. After reading the information presented in this text module and other sources, write a one- page paper that identifies three companies (in addition to one mentioned in this example) that are using data mining tools. Explain how data mining has helped these companies with their bottom lines. Are data-mining tools beneficial to service companies or manufacturing or both?

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Data mining has become a valuable tool for various companies across different industries In addition to the airline industry several companies have leveraged data mining to enhance customer service an... View the full answer