The Disloyal Customer
17 Dec
2018

The Disloyal Customer

 I was at a conference the other day and, whilst awaiting the first speaker’s presentation, I was chatting with the lady next to me. I am not sure how it came up in conversation, but the subject we started talking about was customer loyalty programmes and their associated loyalty cards.
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Generations
26 Nov
2018

All Together Now

 I quite often give presentations explaining the characteristics of our future consumers – Generations Y and Z. Actually, they are just about all grown up now. Gen Y were born around 1977 to 1995 and are referred to as the Millennials. Generation Z were born roughly from 1996 onwards to 2012. After them comes the current newbies, Generation Alpha.
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Multi Modal
28 Oct
2018

Is Multi-Modal the next big thing?

 Quite a few years ago (pre-Internet) I was commissioned to carry out a feasibility study for a large telecommunications organisation. The idea was to test the concept of an electronic transport marketplace (ETM) covering the whole of mainland United Kingdom.
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Library
21 Aug
2018

Information Banks - A Vision of the Future

 Catalysed by the recent hive of activity surrounding GDPR, a few strands of thought from the past and present have come together in my mind to extrapolate a view on how our personal information might be managed in the far future.
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Messages
23 Jul
2018

Getting the Message

 The news that Etihad passengers will be able communicate with the airline via WhatsApp got me thinking about my own messaging apps. I use quite a few. On my mobile I have Whatsapp, Facebook Messenger, Skype, LinkedIn, Snapchat, Viber and good old SMS. Apart from SMS, they all provide global communication for free.
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Airline Loyalty
26 Jun
2018

Is airline loyalty living in the dark ages?

 After writing my blog last month about customer relationship management moving on, I have to ask the question: “Are airline loyalty schemes still living in the dark ages?”
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Crmpic
28 May
2018

CRM is Moving On

 A week or so ago I saw a demonstration of one of the better CRM systems, specifically designed for travel companies. What impressed me is how sophisticated customer relationship management has become.
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Smart Tourism
17 Apr
2018

Smart Tourism 2020

 One of the seminar sessions I am running at this year’s Arabian Travel Market is called Smart Tourism 2020.
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Sophia
16 Mar
2018

Losing your Voice

 I have been doing some research for a presentation that I will be giving next month. I am going to be talking about our future customers – Generation Z.
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Blockchain
18 Feb
2018

At last a use for Blockchain

 I don’t know about you but I have been to quite a few presentations on blockchain and read plenty of articles on the subject. I now think I understand what blockchain is all about, but no one has proposed an application for the technology within the travel industry that would be properly useful.
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