Business Class Marketing
Think about the customer journey for a business class passenger. Using the service blueprint diagram displayed in the service blueprint article as an example https://www.nngroup.com/articles/service-blueprints-definition/ map out the customer journey for a business class customer from the perspective of the airport. Thus, identify the service exchanges from the point of arrival at the departing airport to the point in which the passenger leaves the destination airport.Compose a white paper of at least three pages that addresses the following questions:What market trends have led to the business class segment?How does the customer journey meet the needs of the business class? Be sure to include the service blueprint as an appendix in your paper.Where are points of failure that might impact service quality?What extended marketing mix decisions (related to People, Process, and the Physical Environment) are important for successful service delivery to the business class market?
