Gianni Perniceni, MERIDIANA, Distribution & new buying behaviour

•

2 likes•656 views

This document discusses changes in travel buying behavior and the need for companies to adapt their distribution strategies. It notes that multi-channel buying through websites, mobile apps, call centers and other sources is now the reality. It provides data showing how customers use different channels at different stages of their journey. It advocates focusing future investments on mobile apps and digital services to improve the customer experience across all touchpoints.

Technology Business

Distribution & new
buying behaviour
Gianni Perniceni
Director, Distribution, E-commerce & Direct Sales
MERIDIANA

Buying travel behaviour are changing
Passenger bookings

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

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

Mobile buying & Digital services grow
Apps Download

Future investments on Mobile & apps

Focus on Services & Ancillary
Social
Payments

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

Socialising: Leads , Care & Services focus

Social Login

Dynamic Chat

Social Plug In

Customer care

Gamification

Sales & Check-in

Co-Creation

Video

Co Browsing
Engagement

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

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Blockchain has potential applications in the air transport industry for storing records like biometrics, drone ownership and flight information. Blockchain provides a secure, distributed ledger that allows different entities like airlines, airports, and manufacturers to share information in a way that establishes a single version of the truth. SITA has done projects exploring uses of blockchain for areas like baggage tracking, flight status, and re-engineering business processes. Blockchain could disrupt how industries engage in business-to-business interactions by enabling new models of digital identity, payments, and data sharing across organizations. Further development is still needed but blockchain may fundamentally change engagement models in the coming years.

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This document discusses how data analytics can improve airline operations through awareness, anticipation, and action. It highlights how analytics can provide real-time awareness of flight delays, connections, and disruptions to help predict delays up to 72 hours in advance. This predictive technology utilizes historical and live flight data, along with contextual data, to provide dashboards and predictions that help airlines and airports better manage disruptions and improve customer satisfaction and cost control.

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Gianni Perniceni, MERIDIANA, Distribution & new buying behaviour

1. Distribution & new buying behaviour Gianni Perniceni Director, Distribution, E-commerce & Direct Sales MERIDIANA

2. Buying travel behaviour are changing Passenger bookings

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. 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. Mobile buying & Digital services grow Apps Download

6. Future investments on Mobile & apps Focus on Services & Ancillary Social Payments

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. Social presence is a must

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. 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. 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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