Description
Book SynopsisWhile airlines have been looking into the next generation of retailing practices for several years, developments since the beginning of 2020 have accelerated the need to take retailing to a new paradigm. A singular focus now is the ever-changing demands of the current and next generation of customers and employees and managing their values. Examples of customer needs include a mobile-first approach, rich content, augmented and personalized end-to-end services with seamless, consistent, and contextualized experiences. While these concepts of retailing are not new, the challenge has been in bringing them to reality due to (a) the constraints of legacy systems and processes while transitioning to next-generation retailing systems, (b) the inaccessibility of real-time data coming from a wide variety of sources such as online shopping, social media, and operations, (c) the inability to monitor real-time behavior of customers and employees, (d) the lack of effective collaboration and coop
Table of Contents
List of Illustrations, About the Author, Forewords, 1 Introduction, 2 Managing challenges to retailing air travel solutions, 3 Developing solution mindsets for offers, fulfillment, and loyalty, 4 Revitalizing the airline product-brand-distribution-loyalty relationship, 5 Teaming up with airports to create optimal outcomes, 6 Building new capabilities to seize new opportunities, 7 Transforming to be ahead of opportunities, 8 Thought leadership pieces, Index
