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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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Distribution & new buying behaviourGianni PerniceniDirector, Distribution, E-commerce & Direct Sales Director, Distribution, E-commerce & Direct Sales MERIDIANA
Buying travel behaviour are changing
Passenger bookings
Multi Channel Buying is reality
DIRECT31,03%
SEM36,13%
Couponing1,72%
Affiliation22,80%
SEO1,68%
DEM1,34%
Metasearch2,52%
Retargeting2,79%
Web Direct Channel split
70%
30%
OLTA
GDS
XML
MultiTouch & Distribution Channels Experience
Info BookingAncillary & Services
On AirportServices
OnBoardServices
Web
Call Center
Mobile & APP
Arrival –Post flight
Call Center
Social
Travel Agencies, Tour Operator, Charter
ATO/CTO
OLTA MetasearchAffiliationRetargetingCouponing
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 satisfactionCustomer
satisfaction
CommunityCommunity CommerceCommerce
Integrated experiencewith all contact points
Social Networks, Location-aware, relevancy
Travelling, P2P, Coupons, Fulfillment
Easy access
Easy payment
Easy usage
Customer Mobility ContentContent
ConvenienceConvenience
ConvergenceConvergence
Information, Music, Video, Games
Anywhere, Anytime, Anything
Work, Play, Office/Home
Social presence is a must
Socialising: Leads , Care & Services focus
Social Login
Social Plug In
Gamification
Co-Creation
Dynamic Chat
Co Browsing
Engagement
Customer care
Sales & Check-in
Video
Data is the King: Business Intelligence &
CRM
Custom Web Portal
3
Publish to Web
5
Register
Participant
BrowseListings
4
Sponsor
Campaign
Custom
Event Details
Venue
2
Event Data Model
…
CRM Reporting
7
CRM User
CRM
1Create
Campaign(Event)
Major Projects& Investment
Campaign
Response
…
6
Follow up
Task
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, Seamless Channel Experience, Transparency,
Travel Inspiration & Brand RelationshipTravel Inspiration & Brand Relationship