Role of Word of mouth publicity in Airline Industry
‘Customer Loyalty Ladder’
This happens to be an important constituent of the promotion mix in which the promoters act as a hidden sales force. The satisfied groups of users, opinion leaders narrate outstanding merits or salient features of services used by them.
If you travel by Air India and are satisfied with the services offered by them then it is natural that you will share your experiences with your friend’s relatives, they trust in you and therefore the stimulation process is on. The moment your friends and relatives get an opportunity to travel they find Air India their first choice.
Ads may be ineffective, publicity may also be ineffective but word of mouth can never be ineffective.
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