How to create customer engagement and how to master digitalization? During their fireside chat, Peter Mohn, owner and CEO of m1ndset, and Kian Gould, founder and CEO of AOE, discuss why many airports and (travel) retailers struggle with digitalization.
Approaches such as click & collect only show products and prices with little benefits to the customers. Digitalization is often seen as a way to drive more traffic to stores. But E-Commerce is a completely different channel with different target groups, fulfillment, etc. Hence, due to non-compelling offers, typical conversion rates are less than one percent of travelers, which leads to an extremely limited ROI.
So, how to create customer engagement? Amazon can be the best teacher for travel retail and the digital airport. People are expecting a seamless, easy-to-use journey that gives them unique advantages.
Online shopping is very much about convenience. Airports and retailers need to create a compelling Omnichannel customer experience with convenient benefits for everyone. Convenience could include pre-completed personal data forms, online shopping and payment, delivery to gate, lounge or home, or offers for re-purchases and related products and connection to airport services such as loyalty programs, fast-track and lounge access.
The fireside chat with Kian Gould and Peter Mohn was published by The Moodie Davitt Report. Watch all five fireside chat videos:
Aviation & Travel
“Are you crazy? Joining a start-up in the travel space in the middle of the worst global pandemic for over a century?!” That was just one of the concerned comments made to me when I left my previous job role after seven years and joined Omnevo in May 2021, with most of the aviation world at a standstill. in fact, it was Omnevo’s confidence and ambition in launching during the pandemic that told me this was something special. In the aviation industry’s chaos, they saw an opportunity. Exactly one year later, I know I made the right decision. While Omnevo is a relatively new brand to the market, we’re backed by AOE – one of the most experienced players in the market – and we’ve assembled a team of highly experienced people who have worked across airline operations, retail, F&B operations, logistics and technology for many years. This experience, combined with an incredibly skilled technical team, means that we can make impactful changes to an airline’s performance; and that’s exactly how Omnevo saw the opportunity, even while most of the world’s fleets were grounded.
Aviation & Travel
In this third blog in a series focused on airline adoption of a revenue digitalization strategy, I want to zoom-in from the broader focus shared in the first two blogs and their emphasis on front-end issues and, instead, focus on how the digital solution is embedded across the airline’s day-to-day operations in F&B/Retail – driving new performance levels in every area it touches, for both LCCs and FSCs.
Aviation & Travel
To be honest, I thought at first that it was an April Fool joke - but researchers at UC Berkeley have genuinely managed to convert airline food waste into aircraft fuel! Thankfully, this process doesn’t mean that flight crew must gather the leftovers to power the aircraft – or that the guy in Row 7 can’t have a dessert because the plane’s low on fuel - but it illustrates how there are always ways to find new solutions to old problems.