A major airport operator
Egremont Group, 2010
Improving retail performance within an airport operator
Summary
Despite being one of the worlds largest airport operators, our client felt that there was still more opportunity to improve the retail offer and significantly increase retail spend per passenger. This would require all aspects of the customer experience to be addressed, including product and service choice and delivery, visual merchandising and layout, staffing, menu design, way-finding, loyalty schemes etc. This would need to be done through engaging retailer/catering tenants and improving skills and ways of working within their own teams
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