Frictionless Customer Experience Part 1

Co-Create the Future Ask today’s traveler (or customer) about their Customer Experience (#CX). They’ll tell you that it’s not frictionless and it has to be more than a brand marketing exercise. Customer experience is totally misunderstood due to the lack of customer context. Context is not solely about the customer’s Read More …

Airport Consumer Analytics

There is a lot of airport time, effort and focus on customer data acquisition for consumer analytics. As an example, the airline industry has accumulated large amounts of data as a result of running their frequent flyer programs (FFP). The airports have not. Of course, understanding the data collected is Read More …

Customer Value and Experience

Apple’s Steve Jobs clearly understood that the customer’s value of the product is embedded in the customer’s experience of the product. That is, the customer’s value and experience are inextricably intertwined. The hard part for brands/sellers to recognize and admit, is that the sole person that determines ‘value’ is the Read More …

Customer Engagement at Airports

Customer engagement at airports is taking off! The world’s airports are increasingly turning to intelligent technologies such as mobile apps and geo-location services, to help improve their customer experience. Creating these capabilities to “engage connected customers” is the number one priority for the majority of the world’s leading airports and Read More …

Brand Value and Customers’ Expectations

In today’s globalized economy, competition is getting more and more aggressive. That means it becomes more difficult for products and services to differentiate themselves from other offerings than ever before. Product differences are narrowing ever faster and many companies try to win the customer’s attention with price reductions. As a Read More …

Extra Charges Damage Brands

We see headlines such as “Buyers see airline pricing biggest concern for 2015” and as highlighted in The New Yorker: “Why Airlines Want To Make You Suffer”. Consumers increasingly feel that they are getting less for their money, which means for an airline, it’s more difficult to generate increased revenues. Read More …

More Passenger Experience Trends 2015

In the second part of series, More Passenger Experience Trends 2015 looks at today’s Passenger Experience from the viewpoint of making technology serve the passenger. That is, we see the passenger as a mobile, always connected customer of the travel chain suppliers. But what’s the passenger reality versus what’s happening Read More …