The Data Silo Challenge-1

So what is the data silo challenge? Data generated in many industries is complex and presents data challenges for companies. It has become difficult to analyze these data using traditional tools. Usually, structured data is managed through customized databases. But a vast amount of unstructured data is held in separate, 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 …

Mobile Customer Loyalty

Here’s an excerpt from an article “Why Mobile Loyalty is ‘Do-or-Die’ at the Airport”, published in The Wise Marketer. Consumers, who are increasingly mobile and always connected, have a tendency to behave in a different manner when it comes to loyalty programmes. Today, a major opportunity for loyalty programmes is 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 …

Our Top 5 Business Trends: #4 Mobile Customer Engagement

Trend: Mobile Customer Engagement For those businesses that have not been able to gather customer data, the way forward will depend critically on the mobile platform. Today’s customer is mobile and always-connected and as a result don’t want a “one size fits all” engagement with the business. Mobile customer engagement Read More …

Changing the Passenger Experience

Passenger Experience (PaxEx) seems to evoke a lot of comment. There’s been a lot written, blogged, tweeted and commented in the press about the topic. Most of the positive press has been dedicated to the business/first class passenger amenities. Many extol the virtues of their experiences, which seems to be Read More …