• Get ready to be a travel retailer. Discover how to transform your business step-by-step

Get Experience

Customer experience is based upon the sum of all the interactions a person has with your travel brand – it is becoming the defining differentiator between companies. The consumer now has a set of expectations forged by their contact with the great retailers, and great mobile app experience from outside the travel business. Focus on an excellent customer experience by delivering a seamless experience across all devices, platforms and touchpoints.

Get Personal

The retailing imperative is to personalise a customers’ experience and by doing so make things as easy as possible in the online customer journey. Personalisation is about offering the right product at the right time to customers based on their prior history and/or current context. This is particularly important in the world of mobile where customers’ are looking to efficiently transact from the palm of their hand. Retailing means taking advantage of the wealth of customer data posses to deliver what customers want – and need.

Get Content

The most crucial element of creating a retail capability is the ability to supply and support a broad range of products. This gives the airline leverage and supports the differentiated proposition. There are multiple supply models: connecting aggregators, connecting directly to hotels, or even individually selected destination attractions. Seamless API technology is now available to enable travel brands to become a direct supplier of products and develop exclusive inventory to make more tailored recommendations, and support this across multiple channels.

Get Differentiated

Good retailers stock the shelf the way they want to, with their own products or with partner products that are curated in such a way so that they are differentiated from the competitors. Applying your unique knowledge of customer preferences, behaviour and purchase history means that you can select the right product supply, for example, a chain of boutique hotels, and create combination retail offers for any flight and travel product. This can be your own products, or part of those products combined and made available.

Get Data

Good retailers stock the shelf the way they want to, with their own products or with partner products that are curated in such a way so that they are differentiated from the competitors. Applying your unique knowledge of customer preferences, behaviour and purchase history means that you can select the right product supply, for example, a chain of boutique hotels, and create combination retail offers for any flight and travel product. This can be your own products, or part of those products combined and made available.

Get Control

Integrating all data will enable travel brands to develop greater customer insight and personalise customer recommendations. But it is the combination of insight, personalisation and recommendations that provides the ‘magic sauce’ that enables you to use your data. Just like a retailer, you need to ensure it has the correct tools at your fingertips to takes contextual data and generates tailored offers specifically tailored to match the brand and funnel these products to the right segment of the customer demographic – across all channels.

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