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Comment: Future-proof marketing with individualized experiences

Chris Freeland

April 27, 2022

RAPP executive chairman Chris Freeland assesses how airlines need to adapt how they communicate with customers

In the wake of Covid, consumer attitudes and behaviours towards travel are more fragmented than ever before.

Health concerns, climate fears and financial factors are weighing heavily on the public consciousness. Just as each individual experienced the pandemic differently, so too will attitudes differ in regards to the lifting of all Covid-19 travel restrictions.

To create a customer journey that leads to increased bookings, airlines will need to think customer first, not channel first. This means delivering dynamic customer experiences across an omnichannel purchase journey that speak to the right person, with the right experience in the right moment.

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