{"id":2965,"date":"2019-03-14T00:00:00","date_gmt":"2019-03-14T00:00:00","guid":{"rendered":"https:\/\/leadersinsport.com\/sport-business\/vlogs\/5-minutes-with-leaders-claire-cronin\/"},"modified":"2022-03-18T17:45:39","modified_gmt":"2022-03-18T17:45:39","slug":"5-minutes-with-leaders-claire-cronin","status":"publish","type":"vlog","link":"https:\/\/leadersinsport.com\/sport-business\/videos\/5-minutes-with-leaders-claire-cronin\/","title":{"rendered":"5 Minutes with Leaders: Claire Cronin"},"content":{"rendered":"<!-- blocks\/hero-editorial -->\n<!-- inc\/hero-editorial -->\n<div class=\"hero es-hero__editorial hero--var-1\" role=\"banner\">\n\t<div class=\"hero__image\" style=\"background-image: url(https:\/\/leadersinsport.com\/app\/uploads\/sites\/3\/2021\/08\/GettyImages-613946528.jpg);\">\n\n\t\t<div class=\"hero__overlay grad-overlay content-bottom\">\n\t\t\t<div class=\"container\">\n\n\t\t\t\t<div class=\"hero__content\">\n                    \n\t\t\t\t\t<div class=\"hero__content__inner\">\n\t\t\t\t\t\t                            <p class=\"es-label es-label--md\">\n                                Mar 14, 2019                            <\/p>\n                        \t\t\t\t\t\t<a href=\"https:\/\/leadersinsport.com\/sport-business\/videos\" class=\"theme-dark hero__back-link back-link es-label es-label--sm\">\n\t\t\t\t\t\t\t<span class=\"icon icon--md icon--arrow-left\"><\/span>Videos<\/a>\n\n\t\t\t\t\t\t<h1 class=\"hero__title\">5 Minutes with Leaders: Claire Cronin<\/h1>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n        \n\t\t\t<\/div>\n\t\t<\/div>\n\n\t<\/div>\n<\/div>\n    <section class=\"es-section theme-light hero__sidebar-wrapper container\">\n        <div class=\"hero__sidebar\">\n                            <div class=\"category-list\">\n                  <div class=\"es-label es-label--sm\">Category<\/div>\n                  <a href=\"https:\/\/leadersinsport.com\/sport-business\/category\/brands-sponsorship-sport-business\/\" rel=\"tag\">Brands &amp; Sponsorship<\/a>, <a href=\"https:\/\/leadersinsport.com\/sport-business\/category\/digital-media-sport-business\/\" rel=\"tag\">Digital &amp; Media<\/a>, <a href=\"https:\/\/leadersinsport.com\/sport-business\/category\/sport-business\/\" rel=\"tag\">Sport Business<\/a>                <\/div>\n                            <div class=\"share-list\">\n                  <div class=\"es-label es-label--sm\">Share<\/div>\n                  <a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/leadersinsport.com\/sport-business\/videos\/5-minutes-with-leaders-claire-cronin\/\">Facebook<\/a>\n                  <a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/leadersinsport.com\/sport-business\/videos\/5-minutes-with-leaders-claire-cronin\/&#038;text=5 Minutes with Leaders: Claire Cronin\">Twitter<\/a>\n                  <a href=\"mailto:?subject=Here's a Leaders In Sport article for you &amp;body=Check out this article: 5 Minutes with Leaders: Claire Cronin. https:\/\/leadersinsport.com\/sport-business\/videos\/5-minutes-with-leaders-claire-cronin\/\">Email<\/a>\n                  <a href=\"#copyLink\" id=\"copyButton\" class=\"copy-link-clipboard\">Copy Link<\/a>\n                  <div id=\"textToCopy\" class=\"font-hidden\">https:\/\/leadersinsport.com\/sport-business\/videos\/5-minutes-with-leaders-claire-cronin\/<\/div>\n                <\/div>\n                    <\/div>\n    <\/section>\n<!-- blocks\/section -->\n<section\n  class=\"es-section flexible-section  text-only theme-light\"\n    >\n                <div class=\"container\">\n                                    <div class=\"bg-striped-pattern__inner section-padding-top section-padding-bottom\">\n                <div class=\"es-section__inner col-parent col-parent--stack-sm\">\n                                            <div class=\"es-section__sidebar es-section__sidebar--sticky col col--12 \">\n                                                            <p class=\"es-section__label es-label es-label--md\">What sport can learn from the aviation industry.<\/p>\n                            \n                                                                <div class=\"video video__inline\">\n                                        <iframe loading=\"lazy\" title=\"\" width=\"100%\" height=\"100%\" src=\"https:\/\/www.youtube.com\/embed\/qkPvd4mkLY0?feature=oembed&amp;enablejsapi=1&amp;origin=https%3A%2F%2Fleadersinsport.com\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen=\"\"><\/iframe>\n                                    <\/div>\n                                \n                            \n                                                            <div class=\"es-section__text content-area\">\n                                    <p><h4><strong>How do you drive a customer experience programme when you only know 30% of your customers?<\/strong><\/h4>\n<p>It&#8217;s a question that could apply to many industries struggling to get to grips with the collection and interpretation of customer data.<\/p>\n<p>Sport can learn a lot from the aviation industry when it comes to data-driven decision making: not least on how to drive ticket sales, provide bespoke and efficient customer journeys, and create best-in-class hospitality experiences. There are similar challenges too. Virgin Atlantic, for instance, only &#8216;know&#8217; a third of the customers that they transport around the world based on third party data points.<\/p>\n<p>Speaking on-stage at The Sport Business Summit, London in October 2018, Virgin Atlantic CMO Claire Cronin explained that the airline has to apply &#8216;laser analytics&#8217; to the data that they do have. The company optimises what data it does have by routinely sharing it with cabin crew, who can then personalise their service to the customer as they begin their journey with Virgin.<\/p>\n<p>It&#8217;s part of the &#8220;<strong>secret sauce<\/strong>&#8221; to Virgin Atlantic&#8217;s exceptional customer experience, explained Cronin. But, ensuring the consistency of that experience is another thing altogether, and naturally, data has a huge part to play in that service too.<\/p>\n<p>In this edition of 5 Minutes with Leaders, recorded behind the scenes at The Sport Business Summit, London in October 2018, Cronin explains:<\/p>\n<ul>\n<li>How insight is spread right the way through the organisation;<\/li>\n<li>The secret sauce to Virgin Atlantic&#8217;s excellent customer service;<\/li>\n<li>How the airline use data to make decisions;<\/li>\n<li>And what, if anything, keeps her up at night.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><a href=\"https:\/\/leadersinsport.com\/sport-business\/5-minutes-with-leaders-alex-green\/\">5 Minutes with Leaders: Alex Green<\/a><\/li>\n<li><a href=\"https:\/\/leadersinsport.com\/sport-business\/5-minutes-with-leaders-nuria-tarre\/\">5 Minutes with Leaders: Nuria Tarre<\/a><\/li>\n<li><a href=\"https:\/\/leadersinsport.com\/sport-business\/5-minutes-with-leaders-alex-williamson\/\">5 Minutes with Leaders: Alex Williamson<\/a><\/li>\n<li><a href=\"https:\/\/leadersinsport.com\/sport-business\/5-minutes-with-leaders-billy-beane\/\">5 Minutes with Leaders: Billy Beane<\/a><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-21395\" src=\"\/app\/uploads\/sites\/3\/2021\/08\/SportAndRetail3249-300x200.jpg\" alt=\"\" width=\"357\" height=\"238\" \/><\/p>\n<h6><em>Claire Cronin speaking alongside Al Guido, President, San Francisco 49ers and Russell Scibetti, Chief Marketing Officer, KORE Software at The Sport Business Summit, London 2018<\/em>.<\/h6>\n<p>&nbsp;<\/p>\n<p>Cronin joined Virgin Holidays in late 2014, and was part of the leadership team that successfully led the company\u2019s transition to a customer experience-led business. Then, in 2017, she was promoted to Chief Marketing Officer, and has global accountability for the airline&#8217;s marketing and PR.<\/p>\n<\/p>\n                                <\/div>\n                            \n                            \n                            \n                                                    <\/div>\n                                        <div class=\"col visibly-hidden col--flex-align-right\">\n                                            <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <\/section>\n","protected":false},"excerpt":{"rendered":"<p>What sport can learn from the airline industry.<\/p>\n","protected":false},"featured_media":2966,"menu_order":0,"template":"","categories":[25,19,36],"pathway":[],"topic":[],"sport":[],"class_list":["post-2965","vlog","type-vlog","status-publish","has-post-thumbnail","hentry","category-brands-sponsorship-sport-business","category-digital-media-sport-business","category-sport-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - 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