Big Data as a Customer Strategy

The aviation industry has withstood many challenges in recent decades arising from the pace and momentum of economic, technological, regulatory and Geo-political change. There is an even more daunting challenge: how to use big data as a customer strategy. What is clear is that the established model of customer engagement, 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 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 …

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:

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 …

The Future of Customer Loyalty (Part 1)

Guest Contributor: Peter Wray These comments are generic in scope, as they are based on our case history experience across a wide range of retail sectors, geographic regions and B2B applications. What is the future for customer loyalty management? What are the social and market forces driving this future? What Read More …