Gamification's Impact: Emirates Airlines' Customer Retention Strategy

This presentation delves into the application of gamification within the marketing strategies of Emirates Airlines. It highlights how gamification enhances customer engagement and fosters long-term customer relationships. The presentation discusses the use of gamification to improve customer experiences, increase satisfaction, and build brand loyalty. It also emphasizes the importance of Customer Relationship Management (CRM) in the airline industry and how gamified approaches can be integrated to maintain customer data and interests. References from academic journals are provided to support the analysis. The presentation concludes that gamification is a vital concept for marketing activities, particularly within the airline industry, and can significantly contribute to customer base expansion and retention.

Business Information
Systems

Introduction
 This presentation is going to deliver
importance of gamification marketing strategies. This
will show how the Emirates Airlines will be able to
provide long term customer services and motivate them
for their engagement. Also, there will be ease in
maintaining CRM which has perceived value in maintain
brand loyalty.

Gamification
Long-term customer behaviour and motivation to
engage with your brand and product/service mix: Emirates
airline keep on using latest and different types of
gamification activities. This helps them to know about the
customer’s behaviour and engage them towards brand. It is
seen that customers get bored in the flights, but the trend of
gamification activity helps to know about the best ways to
motivate the students and to involve them in the flight. The
customers start preferring the services of the company over
the other competitors. This helps to manage the work and
keep them attracted.

Customer experience:
Customer satisfaction:
Customer perceived value:
Brand loyalty:
Importance of gamification for
customer retention

Continue..
Customer experience: The success of the business depends on the customer
experience. There is need of enhancing the experience by using latest technology and
innovative ideas. The use of gamification and these activities is one of the reason that
enhances the customer experience. The games include taking feedback from the
customers in the form game so that they are able to enhance the experience.
Customer satisfaction: These games are used by the Emirates airline to enhance the
satisfaction level of the customers. The company is able to engage them in the flight and
retain them. The satisfied customers are assets for the company and their success.

CRM approach is vital for every organisation to manage and
maintain relations with customers. It is a technique which keeps all
the data and interest of the customers which helps in engaging with
customers for long term use. The long term use of gamification is
essential for the growth of Emirates Airlines through gamified
technology. Gamified version of CRM can be done through
involving feedbacks and communication with customers while
playing games.
CRM

Conclusion
 The presentation concludes that gamification is an essential concept for marketing
activities. The airline industry will be able to enhance the customer base and long term
retention.

References
 Zuo, L., Xiong, S., Wang, Z. and Iida, H., 2018, June. An Analysis of Gamification Effect of
Frequent-Flyer Program. In International Conference on E-Learning and Games (pp. 53-60).
Springer, Cham.
 Widyani, D., 2021. Gamification as a marketing strategy for Garuda Indonesia loyalty
program. International Journal of Research in Business and Social Science (2147-4478), 10(7),
pp.418-422.
 Uk, Z.C. and Gultekin, Y., 2021. 5 Gamification Applications in Hospitality and Airline Industries:
A Unified Gamification Model. Gamification for Tourism, 92, p.83.