INGABE ucabanga ukuthi izinhlelo zokwethembeka zezinkampani zezindiza azisebenzi ngendlela ezingase zibe nempumelelo ngayo ekuqhubekiseni ukwethembeka phakathi kwababukeli bazo abavamile abavakashela njalo, kusho i-Deloitte ngoMsombuluko embikweni wayo othi “Ukuphakama Ngaphezu Kwamafu: Ukushaja isifundo se-Renewed Airline Consumer Loyalty”.
I-Deloitte's Travel, Hospitality, and Leisure practice iyajabula ukumemezela umbiko wethu omusha, Ukuphakama Ngaphezu Kwamafu: Ukushaja isifundo sokwethembeka kwabathengi benkampani yezindiza. Kulo mbiko, sihlola isimo sokwethembeka emkhakheni wezindiza.
Okutholakele kwethu kusikisela ukuthi indlela engahlukanisiwe yokulinganisa usayizi owodwa ekuthuthukisweni kokwethembeka ngeke iphumelele ngokugcwele ngoba awekho amaqembu amabili ohambo—futhi abekho abahambi ababili—abafana kulokho okubalulekile kubo ekuhambeni kwendiza, izinhlelo zokwethembeka zezindiza. , kanye nendlela abancamela ngayo ukuzibandakanya nokuthembisana umshado. Nokho, naphezu kwalo mbono wokukhathazeka—noma mhlawumbe ngenxa yawo—izinkampani zezindiza zinethuba eliyingqayizivele lokuhlukanisa izinhlobo zazo ngomzamo wokwakha isisekelo sabathengi esithembeke ngempela.
Ukushaja inkambo yokwethembeka kwabathengi bendiza yendiza
Ikakhulukazi ucwaningo lwembule inani lemiphumela okufanele inikeze izindiza zezindiza ikhefu:
Izinhlelo zokwethembeka zezindiza ziyehluleka ukuzibandakanya
Amalungu ohlelo lobuqotho akude nokwethembeka futhi izinhlelo zokwethembeka zezindiza ziyasilela ekufezeni izinjongo zabo—ikakhulukazi phakathi kwebhizinisi elinemali eningi kanye nabavakashi bemvamisa ephezulu.
Amaphesenti angu-44 abahambi bebhizinisi kanye namaphesenti angu-72 amangalisayo abahambi bebhizinisi abavamile babamba iqhaza ezinhlelweni ezimbili noma ngaphezulu zokwethembeka zezindiza.
Izingxenye ezimbili kwezintathu zabo bonke abaphendulile okungenani bebevulekele ekushintsheni ohlelweni lokwethembeka oluqhudelanayo ngisho nangemva kokuthola izinga eliphezulu kakhulu lesimo.
Izinhlelo zokwethembeka zibaluleke kakhulu kwabanye abahambi kunakwabanye
Sebebonke abaphendula balinganise izinhlelo zokwethembeka njengesibaluli se-19 esibaluleke kakhulu sokuhlangenwe nakho kwendiza (kuzibaluli ezingu-26). Kodwa-ke, abahambi bebhizinisi abavamile babeka izinhlelo zokwethembeka okwesibili, ngaphezu kwalokho kunokuphepha.
Abagibeli bahlela futhi babhukhe ngezindlela ezahlukene
Ucwaningo lwethu luveza umehluko omkhulu ekubhukheni/ekuhleleni kwabahambi kanye nezintandokazi zokuzibandakanya. Lo mehluko ugcizelela isidingo sezindlela ezihlukene, ezihlosiwe zokwakha ukwethembeka nokuzibandakanya kwamakhasimende.
Izinkampani zezindiza zidinga ompetha
Kalula nje, umgibeli endizayo unamandla okusebenza njengethuluzi lokuthengisa eliphumelela kakhulu lenkampani yezindiza. Kodwa-ke, ucwaningo lwethu lubonisa ukuthi amaphesenti angama-38 kuphela abantu abaphendula inhlolovo abaphendule kahle lapho bebuzwa ukuthi bazosebenza yini njengenxusa lomkhiqizo.
Inhlolovo yokuqala ehlinzeka ngemininingwane ngokuziphatha kohambo lwabathengi kanye nokwaneliseka kohlelo lokwethembeka embonini yezindiza.
"Izinkampani zezindiza kufanele zibhekisise ukuthi zisebenzisana kanjani namalungu azo ohlelo lokwethembeka uma zifuna ukuhlakulela ukwethembeka komkhiqizo wangempela," kusho uJonathan Wall, umsizi womqondisi, umeluleki wezokuvakasha kanye nezindlu e-Deloitte Middle East. "Ngokuncintisana okwandayo kanye ne-pragmatism ekhulayo yabathengi, izinkampani zezindiza zingadinga ukugxila ekwenzeni ulwazi lwamakhasimende ngokwezifiso ngendlela eyenza abahambi ngabanye bazizwe bekhethekile."
“Umugqa ongezansi: izinkampani zezindiza kufanele zicabangele ukwenza imiklomelo yohlelo lwazo lokwethembeka ibe nenjongo,” kweluleka u-Wall. “Isibonelo, ucwaningo lwethu luveze ukuthi bangamaphesenti angama-38 kuphela abaphendulile abanokusabela okuhle lapho bebuzwa ukuthi bazosebenza yini njengenxusa lenkampani yezindiza. Izinkampani zezindiza kumele zikhumbule ukuthi umgibeli endizayo unamandla okusebenza njengethuluzi lokuthengisa elisebenza kahle kakhulu lenkampani yezindiza. Kufanele bacabangele ukunikeza okwenziwa ngokwezifiso izihambi ngazinye, futhi bakhuthaze ukwethembeka ngemiklomelo engalindelekile nengaleso sikhathi, efinyelelekayo, ukuze babasize bangagcini nje ngokuchaza kabusha futhi balolonge ulwazi lwamakhasimende, kodwa futhi ekugcineni bakhe ubudlelwano obuhlala njalo namakhasimende abo,” kusho u-Wall. ngaphandle.
Uma kucatshangelwa izinkampani zezindiza zisebenzisa izinhlelo zokuklomelisa ukwethembeka komkhiqizo ngokukhethekile, amaphesenti amangalisayo angu-50 abo bonke abaphendulile abhaliswe ezinhlelweni ezimbili noma ngaphezulu zokwethembeka zezindiza, nengxenye eyodwa kwezintathu yabo bonke abaphendulayo ababamba iqhaza ezinhlelweni ezimbili noma ngaphezulu. Ukubamba iqhaza ezinhlelweni eziningi phakathi kwabahambi bebhizinisi kukhuphuke kwacishe kwaba ngamaphesenti angama-44.
Ngaphezu kwalokho, inhlolovo ibonise ukuthi izingxenye ezimbili kwezintathu zabo bonke abaphendulile bayawamukela umqondo wokushintshela kuhlelo lokwethembeka oluqhudelanayo - ngisho nangemva kokufinyelela izinga eliphezulu lesimo ngohlelo lwabo lwamanje.
Mhlawumbe okukhathaza kakhulu izinkampani zezindiza, inhlolovo iveza ukuthi ukubaluleka kwezinhlelo zokwethembeka kubonakala kuphansi ngokumangalisayo. Abahambi sebebonke - nabahambi bebhizinisi ngokukhethekile - babeka izinhlelo zokwethembeka njengesibaluli esibaluleke kakhulu se-19 kanye nese-18 kuphela lapho kukhethwa inkampani yezindiza (kuzibaluli ezingu-26), ngokulandelanayo.
Kodwa-ke, ngaphandle kwamazinga azo aphansi phakathi kwabaphendulayo bebonke, izinhlelo zokwethembeka zihlala zibalulekile kubahambi bebhizinisi abanemvamisa ephezulu, zibalwa njengesibaluli sesibili esibaluleke kakhulu - ngaphezulu kakhulu kunokuphepha. Kanjalo, izinhlelo zokwethembeka zisalokhu ziyindlela esebenzayo yokuthi izinkampani zezindiza ziqhube ukwethembeka kwamakhasimende, ikakhulukazi uma lezo zinkampani zezindiza zingakwazi ukuhlukanisa izinhlelo zazo ukuze zihluke kwezinye.
Ngokwenhlolovo, izici uhlobo olulodwa lwesihambi lubuka njengolubalulekile ohlelweni lokwethembeka, olunye lungase lubheke njengolubalulekile kangako. Isibonelo, amaphesenti angu-76 abahambi bebhizinisi abavamile babuka amathuba amaningi okuzuza nokusebenzisa amaphuzu njengabalulekile, ngokungafani namaphesenti angu-64 kuphela abo bonke abaphendulayo. Ngaleso sikhathi, amaphesenti angu-40 kuphela abo bonke abaphendulile abakholelwa ukuthi ukufinyelela ezindaweni zokuphumula zezindiza kubalulekile kuyilapho amaphesenti angu-68 abahambi bebhizinisi abavamile bakwazisa lokho kufinyelela.
Ukwengeza, lolu cwaningo lwembule umehluko omkhulu mayelana nendlela abagibeli abahlela ngayo kanye nohambo lokubhukha. Amaphesenti amakhulu angu-83 abaphendulile avakashela amasayithi okuqhathanisa amanani ukuze abhukhe uhambo futhi amaphesenti angu-72 athintana namalungu omndeni lapho ehlela uhambo. Uma kuqhathaniswa, ukusetshenziswa kwenkundla yezokuxhumana kwabaphendula kwakungadumile kakhulu - ngamaphesenti angu-13 kuphela asebenzisa amanethiwekhi omphakathi ukucwaninga noma ukuhlela kanye namaphesenti angu-27 kuphela esebenzisa isicelo sendiza. Imiphumela iyefana uma kuziwa endleleni izinkampani zezindiza ezisebenzisana ngayo nabagibeli ngamaphesenti angu-80 abo bonke abaphendulayo bancamela i-imeyili kuyilapho abangamaphesenti angu-26 kuphela bethanda ukusebenzelana ngenkundla yezokuxhumana.
