Enhancing Customer Experience: Gamification at Emirates Airlines

This presentation delves into the application of gamification marketing strategies by Emirates Airlines. It examines how gamification enhances customer engagement through innovative activities, ultimately driving brand loyalty and customer retention. The presentation highlights the importance of customer experience and satisfaction, emphasizing how gamified approaches, such as interactive feedback mechanisms, contribute to these goals. Furthermore, it explores how gamification influences customer perceived value and supports the CRM approach by maintaining customer data and interests for long-term engagement. The conclusion emphasizes gamification's essential role in marketing activities, particularly in the airline industry, for expanding customer bases and fostering lasting relationships. The presentation also includes references to relevant academic sources.

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.
MAIN BODY
TASK
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. This is a motivation for the customers to take the
flight and become its part. This strategy of Emirates airlines helps to keep all the customers
involved in the company. It is necessary in today’s time to involve all the customers so that
better services are provided to the customers.
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.
Customer perceived value: gamification is necessary for the perceived values of customers
as it gives opportunities to work on some values and efficiency in the organisation. The Emirates
Airlines will be able to enhance values and beliefs which customers have that can be analysed
through gamification marketing strategy. Therefore, it is important to check the potential of the
factors which shows the values and impacts of the perceived value.

Brand loyalty: It is also important for maintaining brand loyalty. As it will generate mouth
publicity among the customers by enjoying games and involve in the airlines marketing
strategies. This will enhance brand potential and helps in attracting large customers base.
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.
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.

REFERNCES:
Books and Journals:
o ion an and ida ne An Anal i o ami ication ect o re ent l erZu , L., X g, S., W g, Z. I , H., 2018, Ju . ys s f G f Eff f F qu -F y
Pro ram ng . I
nternational on erence on earnin and ame
I
C f
E-L g G s pp prin er am( . 53-60). S g , Ch .
id ani ami ication a a mar etin trate or ar da ndone ia lo altW y , D., 2021. G f s k g s gy f G u I s y y
pro ramg .
nternational o rnal o e earc in ine and ocial cience
I
J u f R s h Bus ss S S (2147-4478),
10(7),
pp.418-422.
and lte in ami ication Application in o pitalit and Airline nd trie A ni iedUk, Z.C. Gu k , Y., 2021. 5 G f s H s y I us s: U f
ami ication ModelG f .
ami ication or To ri m
G f f u s ,
92 p, .83.
Online
. [online] Available through: <>