Summary
Today’s air, rail and cruise/ferry passengers, conditioned by their interactions with retailers, have different expectations from those held in the past. They expect options during travel, require flexible pricing alternatives and value personalized experiences.
While passengers have idle time during transit, they each have different needs based on who they are, the purpose of their travel, and where they are in their journey. This gives transport providers the unique opportunity to leverage retailer best practices and provide a consistent, personalized customer experience.
In this Executive Insights Spotlight on Transport, L.E.K. examines the changing behaviors of passengers and reveals how transport providers must act and think differently to implement a differentiated merchandising strategy — one that truly captivates their passengers with personalized, bundled content and connectivity offerings and makes the most of their time on board.
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