What got us here won't get us there - Re-inventing airport ancillary revenue generation in the post-COVID era with a digital collaboration mindset ...
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What got us here
won’t get us
there
Re-inventing airport ancillary revenue
generation in the post-COVID era with a
digital collaboration mindset
Kian Gould | AOE
1 29.03.2021
Hello,
we are AOE – a company
re-shaping the future
of digital airport
experiences.
2 29.03.2021
The World’s Leading
Travel Retail Digitalization Experts
300 people serving
225M passengers
powering over $500M in revenues
in
2019
Miami | Frankfurt | Zurich | Dubai | Hong Kong
3 29.03.2021
AVIATION
We’ve redefined Heathrow Shopping
Making Heathrow Boutique the UKs biggest luxury online store selling one swiss luxury watch
every 15 minutes and digitally enabling +20% of all airport retail purchases. Heathrow has
been awarded best shopping airport in the world for 10 years running.
4 29.03.2021
AVIATION
We’ve reinvented Singapore’s KrisShop
Launching the world's most omnichannel airline e-commerce program, quadroupling
sales in just 12 months and transforming the retail program to be digital first.
5 29.03.2021
AVIATION
We digitalized Airport & Downtown
Duty Free shopping for New Zealand
Driving more than $500 million in revenue in the first year of operation.
6 29.03.2021
Setting the Scene
The Good The Bad The Ugly
Pre-COVID continuous Lack of investment Falling spend per pax
passenger growth in digitalization & and drop in conversions
ecosystems
7 29.03.2021
The COVID Impact
Immediate Longer term
less revenues, pax numbers
health, less business
down, fears of infection
travel, sanitization, fear,
disconnect with channel
8 29.03.2021
Impact on Non-Aeronautical Revenues
Parking Revenues will
take years to recover
9 29.03.2021
Impact on Non-Aeronautical Revenues
Or might never
10 29.03.2021Impact on Non-Aeronautical Revenues Physical Advertising will be depressed 11 29.03.2021
Impact on Non-Aeronautical Revenues
F&B will recover first
12 29.03.2021Impact on Non-Aeronautical Revenues
Travel Retail
will not be
the same
13 29.03.2021How will habits change Post COVID?
I will spend more time entertained
91%
with my mobile/tablet/laptop
65% I will avoid interacting with other
81%
passengers
I will try to isolate from
78%
of travellers will change their the crowds
habits in the airport after the
Covid-19 outbreak
I will spend
44%
less time shopping
SOURCE: m1nd-set Research 14 29.03.2021COVID has caused the adoption of
E-Commerce to accelerate by 5-10
years within the period of just 4 Department stores
months are expected to
decline by over
60% for the full
Total online year.
spending in May
buy online, pick hit $82.5
up in-store grew billion, up 77%
year-over-year
195% Meanwhile,
e-commerce is
projected to grow
by nearly 20% in
2020.
Jan 2020 May 2020 2025
SOURCE IBM’S U.S. RETAIL INDEX, FORBES 15 29.03.2021Some things
you must do alone
16 29.03.2021Stop thinking like a landlord
Start thinking like a
customer experience company
(off- and online)
17 29.03.2021Invest less in concrete
and more in digital
18 29.03.2021Create the digital
foundation
For customer acquisition,
retention and digital sales
19 29.03.2021Form partnerships with luxury
brands (online/downtown/at
airport)
20 29.03.2021Start thinking outside of
the box and think as global
customer experience and
logistics companies.
21 29.03.2021But the real impact
will happen together.
22 29.03.2021Reinvention means a
Fundamental Paradigm Shift. The Quaternity
Competition to Collaboration
Offline to Online. Unified.
The New Normal Extraordinary.
23 29.03.2021Data partnerships with
airlines are becoming
inevitable
Tap into the $100B
loyalty points
economy
24 29.03.2021From Competition to
Collaboration. Build a
single customer view with
your partners.
Loyalty/ CRM-
Miles Data
25 29.03.2021Customer acquisition
integration and 3rd party
marketplaces.
Start paying for traffic!
26 29.03.2021Precise targeting of travelers
along the journey
27 29.03.2021The only end-to-end integrated solution enabling
airports to conquer any channel
E-Commerce
Marketplace
Parking Booking
Airport Services (VIP)
Lounge Access Fast Track
Pre-Order / Pre-Select Earn & Burn
On-Airport
Personalized Offers Fulfilment
28 29.03.2021Break the Silos
One Platform. One Experience.
29 29.03.2021Please ask
questions…
AOE Inc. AOE GmbH
Kian Gould
333 Las Olas Way, CU1 Kirchgasse 6 Founder & CEO at AOE
Fort Lauderdale, FL 33301 65185 Wiesbaden
USA Germany
kian.gould@aoe.com
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