Customer experience management and airline transportation (Sample of Turkish Airlines)

In today's world, the advances in technology, communication and trade areas originated the "customer experience management" by bringing the customer relations management a new dimention. The concept of the customer experience management and its importance for the brands, its relations with the other disciplines and its value in airline transportation sector, as well as its principles of implementation have begun to draw more interest. The study was completed by relying on history, method, the technic of analyzing literature as well as personal information. The companies cares about customer experience management in order to differentiate from their rivals and success on selling and giving quality service. As it is in other sectors, in the airline transportation sector the leader airlines develop their strategy of customer experience management towards giving service that exceeds customer expectations to be able to reach their targets. Turkish Airlines that is Turkey's leader and the world's fastest growing airline, going on its way with the successfull customer experience management system to increase the value of its brand by using all communication channels effectively. Key Words :Customer Experience Management, Airline Transport,Turkish Airlines, Customer Satisfaction, Quality Service,Communication, Social Media, Information Technology