Sanjay Khanna - Mumbai International Airport Limited

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1. JWT Becoming obsessed with the customer Case of Airports reaching out to passengers and engaging them in revenue generating experiences 2. JWT Exceed your…
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  • 1. JWT Becoming obsessed with the customer Case of Airports reaching out to passengers and engaging them in revenue generating experiences
  • 2. JWT Exceed your customer's expectations. If you do, they'll come back over and over. Give them what they want – and a little more. Sam Walton
  • 3. Changing Landscape (Travel Retail)
  • 4. CUSTOMER OUTLOOK With increased penetration of air travel industry, the customer’s outlook towards airports has changed from Changing Landscape Utilitarian Destination
  • 5. CHANGING PERCEPTION Airports are increasingly working towards changing the perception from Changing Landscape Anxiety and Hassle driven Experience Relaxing and Pampering Experience
  • 6. Not to be viewed as just a transit port The vacation must start at the airport itself! Create a Memorable, Relaxing And Entertaining experience for passengers What do airports want What do passengers want
  • 7. The core offerings of the airport includes Retail, Food & Services: Core offerings at the airport Retail – Comprises essential shopping categories catering to all the segment of passengers Food – Offering almost all essential categories from snacks to main course at multiple price point which caters to different segment of passengers Services – Comprises of necessary services such as FOREX, ATM, SPA etc.. Most airports are now bringing new and unique innovative concepts to engage the customers! New Pop-up Restaurants, Bars & Lounges Innovative Entertainment Offerings Innovative Experiential Themes New Concept Stores Entertainment Activities for Kids Engaging Activities for Passengers Innovative Offerings for Business Passengers Technology Inclusion to Optimise Passenger Experience Innovative Relaxing Options for Passengers Other Essential Services After Arrival Services Changing Landscape - new trends
  • 8. TOUCHPOINTS Putting the information in the customers hand website, social media, mobile app, etc.. Use of “New Media” to connect to customers 24x7 on their preferred media platform Facebook, Twitter, Blogs, Youtube, Making content viral, Radio, Innovative bill boards etc. Changing Landscape - new trends
  • 9. PERSONALISATION Using passenger/customer data to Analyse, Anticipate, Act Delivering tailor-made experiences to all customer groups Changing Landscape - new trends
  • 10. AIRPORTS have become the modern day “OASIS” A community watering hole A social meeting place Gateway to a city A place of stories A place for rejuvenation A hub for trade and commerce A refuge for travellers A commercial enclave for local and exotic goods THE BRAND MIX LOCAL FLAVOURS THE FLOOR PLAN BRINGING PEOPLE TOGETHER THE WALKTHROUGH ASPIRATIONAL BRANDS THE DECOR
  • 11. Trends across the world
  • 12. New Pop-up Restaurants, Bar & Lounges Pop-up Restaurants & Bars COPENHAGEN: CPH NORDIC DINING • An in-terminal pop-up restaurant to celebrate the Copenhagen Cooking food festival which offered passengers Danish-inspired menus TORONTO: GREY GOOSE VODKA POP-UP BAR • Opened in arrivals hall by HMSHost & Bacardi Global Travel Retail, to promote its involvement in the Toronto Intl. Film Festival • Offered complimentary cocktail samples including three drinks designed exclusively for the event Copenhagen Airport
  • 13. PARIS CDG: THE IKEA LOUNGE • The IKEA lounge was designed in 200 SQM boasted its own bedrooms, living room and a dedicated play area for children. It provided a comfortable waiting environment for passengers, while raising brand awareness amongst an international audience JOHANNESBURG: STANDARD BANK LOUNGE • A branded pop-up lounge operated by Standard Bank Offered a number of complimentary amenities such as free coffee, Wi-Fi, acces to newspapers, iPads and charging points for mobile devices New Pop-up Restaurants, Bar & Lounges Charles de Gaulle Airport- Paris Johannesburg Airport- South Africa
  • 14. TELECAST OF LIVE NEWS CNN have created a lounge where it streams live latest news and other relevant informations BUSINESS CENTRES Services like typing, mailing of documents, and 24-hour photocopying and faxing etc.. Various offerings catering to business passenger are available at airport as these are mostly frequent flyers and require to use these essential business services Innovative Offerings for Business Passengers Charles de Gaulle Airport- Paris Johannesburg Airport- South Africa
  • 15. MOVIE THEATRES Movie screening is available free-of-charge for 24 hours daily in these movie theatres TV WAITING LOUNGE Instead of normal waiting seats and TV lounge is created which passengers can enjoy Innovative Entertainment Offerings Various innovative entertainment solutions are provided which engage passengers and help them utilise their free time at the airport Singapore Changi Airport Singapore Changi Airport
  • 16. ENTERTAINMENT DECK Passengers can enjoy a their favoring computer games on these gaming station ENTERTAINMENT Passengers can enjoy TV on large screens or surf the net Innovative Entertainment Offerings Singapore Changi Airport Singapore Changi Airport
  • 17. KID’S PLAY AREA WITH INDOOR SWINGS & SLIDES Gaming facilities for kids to play different enjoyment facilities like slides etc.. SKATING FACILITY The skating is very unique offering which provides and indoor gaming experience inside the airport Entertainment Activities for Kids Airports engage customers by providing various engaging and fun activities for kids at the airport. These also become an ideal option for parents to engage their kids in various fun/learning activities Incheon International Airport in Seoul Korea Incheon International Airport in Seoul Korea
  • 18. LILY PAD GARDEN Enchanted Garden creates an enchanting environment triggered by various motion sensors SCULPTURAL TREE GARDEN The garden features three tall tree-like sculptures clad with an interesting collage of foliage Singapore Changi Airport Singapore Changi Airport Innovative Experiential Themes : Natural & Artificial Gardens
  • 19. HONGKONG AVIATION GALLERY CHANGI AVIATION GALLERY Hong Kong International Airport Singapore Changi Airport Showcasing aircraft models, ground operations, galleries on airport architecture etc. Various galleries and museums showcasing technological as well traditional galleries also engage customers by showcasing historical events as well technological advancements in aviation Innovative Experiential Themes : Museums & Aviation Galleries
  • 20. MUSEUM AIRPORT'S VISITORS' PARK Hong Kong International Airport Munich Airport Showcases gallery of traditional crafts and the Korean Culture Museum, developed in conjunction with the National Museum of Korea Airport's Visitors' Park allows passengers to get to grips with historic aircrafts like the Junkers Ju-52 Innovative Experiential Themes : Museums & Aviation Galleries
  • 21. LIBRARY @ AIRPORT DIGITAL LIBRARY @ AIRPORT Amsterdam Airport Munich Airport A dedicated library for passengers to let them enjoy quality time for reading San Antonio Airport offers digital library for departing passengers Engaging Activities for Passengers Various engaging options like libraries, social media interactions or simple aviation decks offers passengers an additional avenue to spend their time at the Airport
  • 22. Singapore Changi Airport Singapore Changi Airport KINETIC RAIN World's largest kinetic sculpture made of aluminium & polished copper drops swirling by controlled motors MODERN ARCHITECTURE: BIRDS IN FLIGHT Sculpture is inspired by the annual immigration of the Artic tern – a seabird that travels vast distances Innovative Experiential Themes : Modern Architecture & Design Many airports create an experience by including various elements of modern art & design which stimulates the passengers to appreciate the design and thus creating an engaging experience
  • 23. Singapore Changi Airport Amsterdam Airport Schiphol SLEEPING PODS Dedicated sleeping pods for passengers waiting for their flight at the airport YOTEL Yotel is an innovative new hotel concept which offers hotel rooms at affordable rates. Various innovative resting options are available for passengers which can allow them to take a nap and also take massages from professional therapists or via massage chairs etc. Innovative Relaxing Options for Passengers
  • 24. Frankfurt Airport Athens Airport Technology Inclusion to Optimise Passenger Experience DIGITAL INFORMATION KIOSKS @ AIRPORTS Passengers can access the digital kiosks for accessing information about airport VIRTUAL ASSISTANT AT THE AIRPORT Virtual assistant assistes passagers at the airports
  • 25. Helsinki Airport Helsinki Airport Other Essential Services YOGA ROOM Passengers can avail an array of services – including yoga and Pilates classes etc.. PRAYER ROOM Dedicated prayer rooms are provides where passengers can carry out their prayers Airports are providing essential services like yoga room, prayer room and other essential facilities like babycare room wich helps passengers in carrying out important tasks before his flight
  • 26. Medical facilities Airports provide essential medical and special assistance services which passengers can use in case of emergencies Wheelchair services for needy passengers Special assistance services for needy passengers Singapore Changi Airport Singapore Changi AirportSingapore Changi Airport Other Essential Services
  • 27. Different facets of the Mumbai Airport have been planned keeping customer at the centre with the objective of delivering customer delight. MUMBAI AIRPORT
  • 28. MANY and VARIED Customer Segments Airside/Landside Delay Layover Pre-planned Wait time Domestic/International Shopaholic Traditional shopper Mood Shopper Guilt Shopping Apathetic wandering shopper Souvenirs, gifts, keepsakes Unique Products Seasonal items Shopping to pass time Forgotten/Replacement item for trip
  • 29. MANY and VARIED Customer Segments We want to connect with ALL of them Our ideas are based on the time and opportunity of connection. Irrespective of who the TRAVELLER / CUSTOMER is. OUR AIM : To create an INVOLVING and LIBERATING EXPERIENCE
  • 30. • On-going on-site engagement activities • New concept stores • Benchmarking Airport Hospitality • Technology infusion to optimize passenger experience • Superlative Design Experience STRATEGY
  • 31. On-going On-site Engagement Activities FOOD FESTIVAL AT MUMBAI AIRPORT A tea stall selling Mumbai Special “Cutting Chai” Paan wala making customized paans for all passengers Mumbai Chaat Special Bollywood Selfie Wall FLASH MOB AIRPORT TOURS FOR CHILDREN MEHENDI APPLICATION ACTIVITY Flash Mob performance outside the airport Airport Education Tours for children Free Mehendi (Henna) application for passengers at the International Airport
  • 32. Studio Pepperfry is a concept store from one of the leading online Furniture and Home marketplace. It showcases a curated range of furniture and serves as a design inspiration. New Concept Stores
  • 33. DC Design is a concept car store which showcases the their leading car designs which are unique, innovative and otherwise are not available in other leading mainstream cars companies New Concept Stores
  • 34. Mumbai Airport recently tied up with Disney to come up with a high end experiential zone which would give passengers an experience to connect with their favourite superhero’s via high end simulations, figurines as well can purchase some of the merchandise New Concept Stores
  • 35. Various innovative gaming and simulations are available which provides a high end virtual experience. KID’S PLAY AREAS Dedicated play areas for children with suitable baby proof measures and equipments FLIGHT SIMULATOR A Flight simulator to provide a virtual experience of flying a complex aircraft by using best in class hardware & simulation software SMAAASH Smaaash provides various simulations gaming in terms of racing, football, bowling etc. Innovative Entertainment Offerings
  • 36. Pranaam services are designed to make passengers and their loved ones feel like VIPs •Greet Passengers at the Entrance •Dedicated porter for check-in baggage assistance •Guidance through dedicated lanes to Security Check point •Private Lounge for passengers to work/relax in privacy •Assistance from Lounge to the designated boarding gate. •Buggy service from Lounge upto the designated boarding gate Pranaam is the essence of Indian culture depicting warmth and care.Benchmarking Airport Hospitality
  • 37. Mumbai T2 App is the pioneer in technology using In-door Atlas Mapping, Beacon Technology & Augmented Reality together first time in the world. Plan your trip Live flight updates Navigate your way to gates, shops, restaurants, facilities, etc. Augmented Reality Technology Inclusion to optimise Passenger Experience Mumbai Airport has just launched its very own Mobile App which is the first of its kind!
  • 38. Largest collection of antiques and contemporary artworks from across India to create a museum spanning 4 floors and 2.3km of display. The arts and artefacts represents the beauty of Indian art and design Airports not only focuses on modern art but also promotes traditional arts & designs from local as well various parts of the country Innovative Experiential Themes : Traditional Art & Architecture
  • 39. A Museum Store offering art, craft, miniature paintings and other original art-inspired merchandise. JAYA HE ART GALLERY AND STORE OUTSTANDING DECOR ELEMENTS The Lotus Chandeliers at departure lounges represent three stages of blooming of a lotus. Diya curtain welcoming guests to the Airport lobby Innovative Experiential Themes : Traditional Art & Architecture
  • 40. Airport Loyalty Program to build increased spend value for passengers Initiatives in the pipeline Airport has a host of initiatives to be launched this year to support its endeavour of continuous customer engagement and customer delight! LOYALTY PROGRAM Winter CARNIVAL Wide range of engaging activities and programs being planned during the holiday travel season SHOP BEFORE YOU ARRIVE – PRE ORDER On online sales platform showcasing entire range of Retail and F&B offerings to aid passengers to shop online and pick up products at the airport.
  • 41. • Increased dwell time of passengers • Increased connect with passengers through innovative and experiential offerings • The increased dwell time and connect translates into Increase retail spends and boosts commercial revenues • We strive to build a base of loyal customer “advocates” • Ultimate aim is to get a place on the travel itinerary of every customer! Benefits
  • 42. Thank You
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