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一个咖啡杯引发的革命:航空业如何通过产品思维实现体验跃升
科尔尼管理咨询· 2025-12-01 01:22
Core Viewpoint - The aviation industry can enhance value by focusing on every aspect of the passenger experience, from product design to service delivery, leading to improved customer satisfaction and financial performance [3][24]. Group 1: Value-Driven Design - The concept of "value-driven design" integrates industry experts and industrial designers to drive innovation and product-oriented transformation, enhancing passenger satisfaction and corporate profitability [3][4]. - Airlines are shifting from passive procurement roles to actively challenging the supplier-dominated landscape, particularly in China, where airlines are engaging in cabin product design and creating unique services [3][4]. Group 2: Product Redesign Impact - Simple product redesigns, such as switching to double-walled coffee cups, can significantly enhance passenger experience while reducing costs and environmental impact [5][10]. - A comprehensive cost model based on detailed product analysis can help airlines achieve high cost-performance ratios in seat design, potentially saving over 20% per seat [10][12]. Group 3: Cabin Kitchen Transformation - The initial moments of a passenger's journey involve numerous visual elements that impact their experience, highlighting the importance of detail in product design [14][18]. - A successful product transformation requires a collaborative approach across the value chain, improving both passenger experience and financial outcomes [14][22]. Group 4: Modular and Platform Design - Modular and platform designs can enhance operational efficiency and customization capabilities, allowing airlines to adapt to various service needs [18][19]. - The optimization of the entire supply chain, from planning to delivery, can significantly reduce complexity and costs while improving service consistency [19][22]. Group 5: Competitive Advantage through Detail - In a competitive aviation market, addressing every aspect of the passenger journey can create significant opportunities for differentiation and brand building [24].