Watch the webinar hosted by Peter Marshall, TRUnblocked and our own Heidi Van Roon discuss airport and travel retail.
The roles of all customer-facing staff have become more important than ever. Market shifts that once spanned a decade have happened in six short months. The retail industry, and particularly luxury travel retail is undergoing an unprecedented revolution and we are at the very beginning of it. It is a time for retailers and brands to adapt to every customer-facing function. With retailers restructuring, the onus will be on brands to ensure a people-positive experience for their customers.
Here we are, amid an industry crisis that is encountering unprecedented headwinds. In a few short months, the industry has experienced a setback that could not have been anticipated in degree and in kind. Metaphorically speaking, the headwinds are so strong, we need to pedal downhill just to stay on the bike and in the game. Physically, emotionally, socially, and professionally seemingly unsurmountable challenges loom large. Exhaustion, hunger, pain and delays will take their toll.
The rebound of the travel retail industry will need to quickly embrace the increased customer expectation of a seamless, omnichannel experience where the customer determines how they interact with the brand.
A great example of bright minds and voices converging preparing for the post-COVID-19 recovery is the Trinity Initiative. This collaboration is an invitation for airports, retailers and brands to join in a conversation about the new commercial model.
On the demand side, the rebound will depend on the economy and customer confidence. Like a drastic plot change, the commercial model is shifting overnight. We are on that first page of a new chapter. What an amazing opportunity that history would award this writing to the members of the industry today.
To address the topic of post-pandemic consumer behaviour it is imperative to understand the last connecting point so that the line from A to B has purpose and context regardless of industry