Akasa Air: Customer-First Loyalty Strategy
How India's newest airline built a modern customer-centric engagement & loyalty ecosystem from day one
Customer Journey & Loyalty Ecosystem
Customer Data Foundation
Built comprehensive customer data platform from day one with unified customer profiles
The Challenge
Akasa Air, India's newest airline, faced unique challenges as a startup in a competitive market:
- Building customer engagement & loyalty from scratch in a crowded market
- Competing with established airlines with existing customer engagement & loyalty programs
- Need to create a modern, digital-first customer experience
- Limited historical customer data to drive personalization
- Requirement to maximize revenue beyond ticket sales from day one
Industry Context
As a new entrant in India's competitive aviation market, Akasa Air needed to differentiate itself through superior customer experience and innovative loyalty strategies from day one.
0
existing customers to start with
100%
digital-first approach
The Solution
CustomerInspire partnered with Akasa Air to implement a comprehensive customer engagement strategy:
Customer Data Platform
Unified customer data platform capturing interactions across all touchpoints to build comprehensive customer profiles from day one.
Modern Customer Engagement & Loyalty Program
Digital-first customer engagement & loyalty program with instant offers, coupons, rewards, personalized offers, and seamless mobile experience.
Digital Wallet & Partner Ecosystem
Digital wallet functionality and expanding partner ecosystem for enhanced member benefits and seamless transactions.
Campaign Engine
Sophisticated campaign management system enabling personalized offers and promotions across channels.
Implementation Timeline
Phase 1: Customer Data Foundation
4 months
Established the customer data platform and integration framework
Built comprehensive customer data platform from day one with unified customer profiles and real-time data integration.
Phase 2: Customer Engagement Program Launch
6 months
Designed and launched the core customer engagement program alongside airline operations
Launched digital-first customer engagement program with instant rewards, personalized offers, and seamless mobile integration.
Phase 3: Partner Ecosystem Expansion
Currently in progress
Expanding the program with digital wallet and partner ecosystem
Developing digital wallet functionality and expanding partner ecosystem for enhanced member benefits and seamless transactions.
Results & Impact
Customer Engagement Metrics
- 47% higher repeat booking rate among registered program members
- 42% of customers enrolled in the program within first year
- 28% higher mobile app engagement compared to industry benchmarks
Business Impact
- 38% increase in ancillary revenue through personalized offers
- 35% of bookings influenced by personalized program benefits
- 4.2x return on investment in the CustomerInspire platform
CustomerInspire's Partnership
3+ Year Partnership
Long-term collaboration supporting Akasa Air's growth from startup to established airline
Day-One Implementation
Built customer engagement ecosystem from scratch, enabling competitive advantage from launch
Dedicated Support
Assigned success manager and technical team for continuous optimization and support
Key Innovations
First Indian airline to launch with a fully digital customer engagement program from day one
Real-time personalization engine driving contextual offers during the booking flow
Seamless integration between customer engagement program and ancillary product recommendations
Mobile-first design with in-app customer engagement features and digital membership
