gianni perniceni, meridiana, distribution & new buying behaviour

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