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 …

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 …

Top 6 Passenger Experience Trends 2015

We have looked at today’s Passenger Experience; that is, what’s the passenger reality versus what’s happening in the industry that could make our experience better. From our collective perspeccive (including opinions from a group of global travellers), here’s where we see things from point of view of the passenger:

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 …

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 …