The need of the hour – ‘Retail Mindset’ in airline industry
What customers are to retailers, is what passengers are to airlines. Airlines must move away from a passenger-mindset and adopt a retail approach. They must provide an experience, and not just try to sell seats.
I came to the travel domain from the retail domain. As soon as I joined Sabre, I started looking at all the things from a retail-lens and I found a notable difference between the thought process and how the mindset works in both domains. My retail-mindset started asking numerous questions to myself, ‘Why is it this way?’ and ‘Why cannot this be different?’
I still remember, one of the very first questions that I had during my first month in the Travel industry was – ‘Why can’t we sell travel related goods and merchandise like travel bags, backpacks, travel pillows, universal adapters, travel organizers, power banks, sleep masks, portable tripods and travel gadgets etc., via our booking platform, which are very commonly used by many travelers?’ In the current scenario, it could also include things like sanitizers, disinfectant wipes, and personal protective equipment like gloves, face masks, goggles, hospital gowns etc. I must confess, without having any real understanding of the travel ecosystem, how things work in the industry, and the complexity of the business, I had many questions like this at the beginning. I am sure this question may have occurred to many of you as well, am I right? Read more
This article written by Sanjeeb Patel appeared in ET TravelWorld
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