Gianni Perniceni, MERIDIANA, Distribution & new buying behaviour

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Gianni Perniceni, Director, Distribution, E-commerce & Direct Sales, MERIDIANA, presents "Distribution & new buying behaviour" at SITA 2013 Europe Aviation ICT Forum in Vienna

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Gianni Perniceni, MERIDIANA, Distribution & new buying behaviour

  1. 1. Distribution & new buying behaviour Gianni Perniceni Director, Distribution, E-commerce & Direct Sales MERIDIANA
  2. 2. Buying travel behaviour are changing Passenger bookings
  3. 3. Multi Channel Buying is reality Web Direct Channel split DEM 1,34% Metasearch 2,52% SEO 1,68% Retargeting 2,79% Affiliation 22,80% DIRECT 31,03% Couponing 1,72% SEM 36,13% OLTA 30% GDS 70% XML
  4. 4. MultiTouch & Distribution Channels Experience Info Web Mobile & APP Call Center Social OLTA Metasearch Affiliation Retargeting Couponing Travel Agencies, Tour Operator, Charter ATO/CTO Booking Ancillary & Services On Airport Services OnBoard Services Arrival – Post flight
  5. 5. Mobile buying & Digital services grow Apps Download
  6. 6. Future investments on Mobile & apps Focus on Services & Ancillary Social Payments
  7. 7. world. Mobile wallet for payments and services Customer satisfaction Integrated experience with all contact points Community Commerce Social Networks, Location-aware, relevancy Convergence Travelling, P2P, Coupons, Fulfillment Customer Mobility Content Information, Music, Video, Games Work, Play, Office/Home Easy access Easy payment Convenience Easy usage Anywhere, Anytime, Anything
  8. 8. Social presence is a must
  9. 9. Socialising: Leads , Care & Services focus Social Login Dynamic Chat Social Plug In Customer care Gamification Sales & Check-in Co-Creation Video Co Browsing Engagement
  10. 10. Data is the King: Business Intelligence & CRM 4 1 CRM User Create Campaign(Event) 3 Browse Listings Participant Publish to Web CRM Major Projects & Investment 2 7 Custom Web Portal Campaign Event Data Custom Model Event Details Venue 5 Register Sponsor CRM Reporting … 6 Follow up Task Campaign Response
  11. 11. By 2016… we need to continue on innovate Investment in Business Intelligence; CRM & Engagement Platforms with the aim of building up Seamless Channel Experience, Transparency, Travel Inspiration & Brand Relationship

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