Customer
Engagement
Initiatives
In response to escalating competition, IFC has strategically enhanced its customer engagement strategies to nurture loyalty and build enduring relationships.
A key pillar of this approach is our Key Account function, which ensures dedicated support, tailored interactions, and proactive service improvements. These efforts are designed not only to retain clients but also to delight them through personalized engagement and responsive solutions.
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Real-time Feedback and Resolution Systems
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Collaborative Client Workshops
In 2024, IFC hosted 39 workshops with airline partners to delve into passenger feedback, understand specific operational challenges, and align menu offerings with brand preferences.
These workshops serve as a platform for dynamic collaboration, ensuring that services are closely aligned with client expectations and industry trends.
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Enhanced Personal Engagement
Recognizing the value of personalized service, IFC has introduced home visits and VIP experience discussions for top-tier clients.
These engagements focus on service customization, potential scope expansions, and direct feedback on satisfaction metrics, fostering deeper relationships and ensuring client needs are meticulously met.
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Elevating the Lounge Experience
The Wellcome Lounge has seen significant enhancements in service quality, cleaning protocols, and staff training, driven by insights gained from NPS scores and real-time customer feedback.
These upgrades are part of IFC’s commitment to providing an exceptional guest experience at every touchpoint.
These customer engagement initiatives have been pivotal in achieving 100% retention across main contracts and enhancing collaborations with diverse segments such as low-cost carriers, business aviation, and private/VVIP clients. By focusing on proactive and responsive engagement strategies, IFC continues to set itself apart in a highly competitive market, ensuring client loyalty and satisfaction remain at the forefront of its operational goals.
IFC in Numbers