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 …

Frictionless Customer Experience Part 2

Reimagining the Experience. Immersive and Empowering. Travel products and services need to be aligned to the Customer Experience. They must provide a seamless, ‘frictionless’ travel experience. They must be adaptable to inputs, which are beyond the capabilities of unwanted coupons and offers. Today’s services are disjointed and interrupt driven. Used Read More …

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 …

Context is Customer Determined

In many cases, mobile app developers and retailers are using the term “context” inappropriately when merchandising to customers. Context is customer determined. And the customer is the buyer. What context should be taken as is “what is the customer’s meaning of context?” Messages to customers should really focus on relevancy, Read More …