數字浪潮：渡輪預訂系統的創新和未來趨勢.pdf

《數字浪潮：渡輪預訂系統的創新和未來趨勢.pdf》由會員分享，可在線閱讀，更多相關《數字浪潮：渡輪預訂系統的創新和未來趨勢.pdf（12頁珍藏版）》請在三個皮匠報告上搜索。

1、Digital Waves:Innovations&Future Trends in Ferry Booking SystemsMarco Pavoncelli,CCO 7 Nov 2024,AthensE-DeaFleet:7 6,4 M Pax1,6 M Cars700 K Freight Fleet:37 22.6 M Pax9.5 M CarsFleet:5 2 M PaxOngoing Proj.Fleet:54 M Pax1 M Cars180 K Freight Fleet:365 M Pax1.5 M Cars80 K Freight Fleet:2250 K Freight

2、11 M Pax3.7 M Cars43 M Tons Freight Fleet:20695 K Pax157 K CarseBookingeBookingeBookingeBooking and eModaleModaleBooking and eBoardingeBooking and eBoardingeBookingeBookingFleet:13 Transforming the Passenger ExperienceIn a dynamic maritime industry,the future belongs to those who can transform each

3、voyage into a unique and unforgettable experience that connect each passenger to the spirit of the sea and the unique identity of each shipHYPER-PERSONALIZATION THROUGH DATA ANALYTICSNEW-GENERATION LOYALTY TRENDSUSER EXPERIENCE ENHANCEMENTMeeting the Needs of Modern TravelersWhy Hyper-Personalizatio

4、n and New Generation Loyalty are Essential for Ferry Operators?1.Customer Expectations:Todays travellers expect seamless,personalized experiences across all travel stages,from booking to post-ferry crossing.2.Changing Passenger Priorities:Especially younger demographics,seek intentional,meaningful t

5、ravel.Additionally,multiple studies indicate a rapid decline in revenue from traditional loyalty programs across all transport and travel sectors especially among Generation X,Millennials,and Gen Z travellers.3.Competitive Advantage:Operators that excel at personalization differentiate themselves,en

6、couraging customer loyalty especially in highly competitive routes.4.Revenue Opportunities:Personalization can drive increased revenue by boosting overall sales,targeted upsells like cabin upgrades,and ancillary revenue through personalized offers and strategic partnerships.Data-Driven Personalizati

7、on Data Sources&Privacy Considerations:Respecting customer privacy is essential to maintaining trust,so its crucial to enhance processes for loyalty subscriptions and registered customers.Booking and Browsing History:Data on previous travel routes,destinations,booking composition and upgrade history

8、.Frequent Traveller Data:Preferences such as accommodation choice,vehicle type,meal preferences,loyalty status,and on-board purchases.Real-Time Data:For example,leveraging location-based data during departure,on-board or arrival to offer various services.Hyper-Personalization&New Loyalty in ActionTr

9、ends:Practical steps to boost registrations and prepare for hyper-personalization&next-gen loyaltyYoung/students,commuters,families with kids,seniors,high spender singles,business travellers.Multiple loyalty schemes&offering based on target groupMultiple-Trip Loyalty Passes for medium and long-dista

10、nce crossings.Can be pre-paid(Aegean)or with discount(Qatar Airlines)Subscription-based pricing 1Customized vouchers and experiential rewards based on customer profile are more appreciated than traditional points or miles.Dedicated vouchers couponsA specialized senior care offering captures Europes

11、growing senior market,boosts loyalty,and strengthens your brand as an inclusive leader.Special upgraded care offering for senior passengersEnsure the registration can include family and friends so you will be able to target the“main spender”Draw an accurate profile of the customerTaylor made subscri

12、ption pre-paid packages.Customers to pay a monthly or annual fee for unlimited or discounted access to services and purchase ticket bundles at special rates(Emirates)Subscription-based pricing 2Tap into a growing market,increasing your brand visibility boosting sales and customer reach.Gift Cards an

13、d Coupons sold from Corporate Welfare PlatformsHyper-Personalization&New Loyalty in ActionDURING VOYAGETailored on-board experience,from meal choices to shopping and entertainment recommendations.POST-VOYAGEFollow-up messages offering tailored recommendations for the next trip,or personalized offers

14、 for loyalty members.Examples of Personalization at Key StagesPRE-VOYAGEPersonalized booking experience with custom suggestions for routes,flexible ticket options,and premium accommodation upgrades based on past behaviours.UX Enhancement Seamless rescheduling or cancellation as well as disruption ma

15、nagement.Customer autonomy creates a sense of satisfaction,loyalty,and a positive brand experience.Enhance self-service functionality based on target group.For example,a dedicated access for Group Booking(EASYJET,RYANAIR)or ad hoc functionality for Business Travelers(EASYJET)Implement effortless tra

16、nsitions between channels and uniform support,allowing customers to switch contact methods without losing progress or repeating themselves.Introduce AI Chatbot to address questions.Apart from providing around-the-clock support,chatbot statistics will provide you with a deeper inside.Employ automated

17、 text or email reminders leading up to the departure to dramatically reduce No-Shows and maintain smooth operations.Embrace feedback as a powerful tool for improvement and show your commitment to creating a process people love.Enhancing the user experience and design of ferry booking systems is cruc

18、ial to mitigate the complexity that often characterizes this process.Self-service options for customer convenience and streamlined operations.BenefitsEnhanced Customer Satisfaction:Addressing individual preferences,to significantly improve passenger experience.Increased Ancillary Revenue:Targeted of

19、fers for extra services,accommodation upgrades,and on-board purchases to drive additional revenue streams.Customer Retention:Personalized experiences encourage frequent traveller loyalty,leading to repeat business.Operational Efficiency:Data-driven insights allow for predictive analytics,optimizing

20、crew and inventory planning based on passenger needs.Challenges&SolutionsPrivacy and Data Security:Address data security by implementing strict protocols and transparency with passengers.Cost of Implementation:Investing in personalization technologies can be costly upfront,but it provides long-term ROI through customer loyalty and higher revenue.Avoiding Over-Personalization:Find the right balance so passengers feel catered to without feeling“watched.”Thank you for listening