Services

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Consulting / Workshops / Advice

  • Customer centric retailing strategies for travel companies:
    • Product types, commercial modelling, supplier selection, supply and payment models,
    • Cross and up-sell, bundling and packaging – user experience and business proposition,
    • End to end customer journey analysis, customer loyalty, lifetime value.
       
  • Travel technology product management, go-to-market, positioning:
    • Industry data sources and market segmentation (Airlines and others),
    • Commercial buyers / personas / ROI cases,
    • Sales and marketing – content and support.
       
  • Product board, product roadmap, feature prioritization, including:
    • Business / commercial stake holder inputs and approval,
    • Opportunity cost scoring,
    • Complexity vs impact quadrant,
    • Customer / market / investor communication.
       
  • Vendor selection from RFP/RFI creation to response scoring and evaluation:
    • Long list – technology ecosystem, established players, startups,
    • Response template / grid, scoring model,
    • High level requirements and demo scenarios.
       
  • In-house and 3rd party development:
    • Requirements gathering, functional architecture and solution design,
    • Gap analysis of product/platform vs requirements, feature prioritization.
       

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Training / Writing / Speaking

For more details on available training programs available please see  Travel 101 Training.

  • Airlines and the air transport industry:
    • History, airline segments/types, regions, business processes & best practice, key metrics, industry data sources, history, commercial drivers, market trends, technology – legacy / established / emerging, standards and industry organisations.
       
  • Online and call centre travel retailing, from product supply to customer experience:
    • Contact centre environment, operations, key metrics, how to run observation exercises,
    • Sales and servicing (cancel and modify) – considerations for all travel product types,
    • eCommerce / mCommerce best practice, travel product restrictions, UX,
    • End to end implication for all product types – customer service, disruption, payment processing, accounting.
       
  • Coalition loyalty and frequent flyer programs:
    • Program types, revenue generation models, key metrics, customer engagement strategies, technology vendors, sample program case studies, good vs bad practice, industry trends, virtual currencies, gamification.
       
  • Travel distribution marketplace, economics, technology and trends:
    • Business travel and travel management companies.
    • Global and regional distributions systems.
    • Travel agencies – physical, online, portals, tour operators, specialist.
    • Direct sales channels – eCommerce / Mobile / APIs / Contact Centre / GSA.
    • Commercial drivers and history.
       
  • Travel technology ecosystem – legacy systems, standards, key players, and disruptors.