Frictionless NOT Seamless Travel

Jaya Singh of Mondelez World Travel Retail asked “Per-passenger spend on airport retail is falling since 2012; how can we turn this around?”  Mr. Singh is also President of the Asia-Pacific Travel Retail Association. He asked this question during the April 2013 ACI-Europe Airport Retail Conference held in Helsinki. There 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 …

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 …

Augmented Reality Offers Drive Consumer Spend

Breakthrough marketing has been rarely achieved by technology. However, such a breakthrough now exists that gives extensive information to consumers digitally, at a rate never perceived before. It is only recently being encompassed by the largest global companies. It is intriguing and challenges both the imagination of the consumer and Read More …

Use and Application of Customer Data

An airport understands the critical importance of obtaining more reliable and timely data. There are many uses, but the primary one would be that would enhance both passenger experience and commercial performance in the airport. Unfortunately, an airport’s effort is hampered by a singular lack of customer knowledge. The obvious Read More …

Time to Rethink those Airport Loyalty Strategies

Here’s an excerpt from our article “Time to Rethink those Airport Loyalty Strategies”, published in The Wise Marketer. “Customer loyalty or rewards programs are evolving at a very fast pace. The era and impact of the ‘Frequent Flyer Program’ model and the inexorable shift of the majority of consumers to more Read More …

Stages of Airport Merchandizing

Airports are constantly seeking to gain a larger share of the passenger’s (aka consumer) wallet throughout the travel value chain. Many airports have made their mobile app downloadable for all passengers. The app’s purpose is primarily aimed at being able to support the passenger throughout their travel journey and enhance the customer Read More …

Roadmap to Commercial Retail Success

We have been working with companies, many of which are airports. We have asked airports “what they should they do to enhance their customers’ experience, thereby increasing their airport retail spend”? The answer in most cases is for them to embrace a “Customer Engagement Model” with a view to ‘Win Read More …

The Need for Airport Innovation

IATA has suggested air traffic growth seems to be resuming after the economic decline of 2008-9. Future growth trends will be driven by the low-cost airlines (LCC), as they continue to increase their passenger loads. LCC’s have revitalized many regional airports, leading to competition between airports and the need for Read More …