The document discusses strategies for airlines to enhance customer experience by expanding their offerings beyond flights to include destination products and services, facilitating higher margins and better retention. It emphasizes the importance of unified customer data for personalized marketing, suggesting that airlines should view themselves as 'travel experience businesses' rather than just transport providers. Recommendations include cross-selling opportunities throughout the customer journey and employing customer data platforms for targeted communication and offers.

1. Owning the Travel
Customer
Meeting expectations
across all stages of
the Customer Journey

2. •Industry Megatrends
•Understanding the Travel Customer Journey
•Going Beyond the Seats & Bags
•Unified Customer Data
•How can GoQuo Help?
•Panel Discussion
Agenda

3. Who Am I?
Chief Product Officer

4. • Everyone wants to be the ‘Amazon of Travel’
• The lines between Selling and Cross-selling are gradually Blurring
• Personalization in Travel Marketing is starting to become a reality
• Loyalty (2.0) will be the Trump card to win against OTA’s
Industry Megatrends
What are YOU
doing about it?!

5. The Travel Customer Journey
• It’s a ‘Continuum’ with lot of touchpoints to sell
• Don’t limit yourself to part of the Value-chain
• Pitch and sell Products across this continuum
• OTA’s are already doing this (Expedia’s ‘Add-on-Advantage’)
- F & B
- Lounges
- Shopping
- Priority Board
- Car Rental
- Transfers
- Stopovers
- Transportation
- Hotels
- Tours &
Activities
- Insurance
- Flights
- Loyalty &
Rewards
- Meals
- Bags
- Seats
- Upgrades
Inspiration Booking Airport In-Flight Arrival Destination
Time to go Beyond the Seats and Bags

7. Going beyond Seats & Bags

8. Show of Hands
How many of you here sell
products other than Flights
& Airline Ancillaries -
directly on YOUR website ?

9. Destination Ancillaries Products
Don’t think of them as
‘Ancillaries’, but look at
them as a Goldmine of
Revenue boosters
They are probably the Best
part of Travel! More
margins, More to pitch!

10. What?
• Selling Everything a traveler needs
between disembarking & boarding a
flight
• Transfers, Car Rentals, Hotels, Tours &
Activities and more!
• Redefining your business as a “Travel
Experience business” rather than an
Airline business!
Why?
• Maximize Revenue Per Customer
• Address all needs of a Traveler
• Improve Retention and Loyalty
• Be more empowered in the battle against
OTA’s!
• Higher Margins on Destination products
How?
• Cross-sell throughout the the Traveler’s Customer Journey
• Light-weight In-Purchase flow plugins
• Personalized Post-Purchase offers via targeted messaging
• Targeted In-Experience offers via notifications
• Lure them through additional Loyalty Points Earnings
Selling Destination Products

11. When can they be sold?
Pre-Booking Post Booking Pre-Trip On-Trip
• Inspirational Pitches
on Home page
• Paid Add-ons on
Summary Screen
• Cross-sells on
Confirmation Page
• Cross-sells on
Confirmation Mail
• Cross-sells Via
Context-aware Mails
• App Notifications
• Last minute Up-sells
for Distressed Rooms
• App Notifications
• Onboard Screens
and Free Wifi page
• Inspirational Hooks
• Flight Specific
Discounts(late night)
• Ancillaries selected based
on Destination Type*
• Show a Hotel Demand
Heatmap
• Airport Lounge offers • Offer Restaurant Vouchers
at Airport
• Book Destination
Experiences in ‘Free WIFI’
Onboard
• Personalized offer on WIFI
Landing page

12. Best Practices to Succeed
• Need to have a Real Commitment and Strong Push!
• Don’t treat ‘Holidays’ Product as a stepchild!
• Strike a fine Balance between Airline and Non-Airline products
• Pitch Destination products & Packages left, right and center!
• Stitch it into Every Screen. Ex: Confirmation page, Booking Mail, Manage Bookings etc.
• Even as a part of our Core Booking Flow. Ex: Flight Listings, Booking Info etc.
• Continuous conversations and Engagements with Customers
• Multiple Touchpoints across Devices & across Stages of Customer Journey
• A booking in Travel is not ‘Transactional’ as in Amazon –
• You have Multiple opportunities to continue selling - So, an offer to Cross-sell
shouldn’t stop right after the initial Transaction!
‘Redirects’ is NOT
a commitment

13. Unified Customer Data

14. • Unprecedented Access to Customer Data!
Travelers sharing a huge amount of info
across various channels & media
• Customers expect increasing degrees of
Personalization and are also actively
switching to the brands that do it well.
• Effective personalization involves relevant
offers and communications based on a
rich shared history
Opportunity
• ‘Data silos’ that exist across the
complex number of systems Airlines
utilize leading Fragmented Data
• The ability to ingest, reconcile, and
stitch the fragmented data into richer
unified customer profile is lacking
• Lack of Smart Data-Driven Marketing
that is highly Personalized
Problems
Harness all the data at your disposal using an Intelligent
Customer Data Platform(CDP) to craft highly
personalized, omni-channel experiences for customers
Maximizing the Revenue per customer

15. Fragmented customer data
Reservation Logs
Clickstream
Loyalty Program
Mobile App
Payment Data
Fulfilment Data
First Party
Customer Data
Sources Facebook
Instagram
Pinterest
Twitter
Third Party
Customer Data
Sources
Need to tie all this together

16. Value to
customer
Capability
Mass
marketing
Macro
categorizati
on
Micro
categorization
1:1
personalization
Based on search, origin etc
Based on RFM
Similar behavior
Based on individual
behaviour
Traditional
The Path to Deep Personalization

17. Stitching it all together: A Sample Scenario
• Imagine a Repeat Customer named Sami who visits the airline’s site to
shop for a flight.
• The site is Personalized based on Sami’s preferences and past trips.
• After bringing a flight to cart but not purchasing it, Sami later sees targeted
social ads and receives custom price alerts via push notifications on the
airline’s mobile app.
• When the airline sends emails to Sami, it includes only offers that she
values for flights to her favorite destinations.
• After she purchases a flight, the airline continues to enhance her
experience with personalized upsell offers and pre-trip alerts on her
preferred channels.
Target the right user with the right offer(s) at the right time

18. How GoQuo can help?
Intelligent Customer Data
Platform(CDP) with focus on Airlines
Whitelabel Platform to sell the widest
inventory of Destination Experiences
Whitelabel Dynamic Packaging
Platform to Sell Products like F+H