ITALY. Naples International Airport has teamed up with travel retail specialist 2.0 & Partners to provide an improved and personalised shopping experience for travellers.
The partnership builds on the success of previous joint projects, including the Strategic Mystery Shopping service introduced to travel retail in 2022.
Naples International Airport and 2.0 & Partners continue to strengthen their collaboration to include the whole of 2.0 & Partners’ Customer eXperience Management service, which helps airports and their teams elevate their customer service.
The new service features two parts, each tailored to the specific demands of shoppers in airports.
On-site analysis service Strategic Mystery Shopping features mystery shopping teams, chosen to reflect the airport’s passenger mix. They will pose as normal travellers and report on their airport shopping experience, providing “in-depth and actionable insights”.
The second part is the Retail Academy 2.0, a training service developed to empower airport staff and help them enhance customer service. Training sessions are held both in-person and online, supported by a dedicated app, focused on the areas of improvement identified in the Strategic Mystery Shopping reports.
2.0 & Partners Head of Customer Experience in Italy Erika Giannini said: “Staff training has never been more important in the travel retail sector and we are delighted to be working with Naples International Airport to enhance their service provision in this area.
“Both aspects of our Customer eXperience Management service, the Strategic Mystery Shopping and Retail Academy 2.0, are tailored for the travel retail market’s unique and vibrant ecosystem. Identifying specific issues is the best way to increase your service, but training must be tailored, focused and engaging for staff members.
“Airport shop staff are our frontline and our most valuable asset in this market and those stakeholders who properly invest in training will reap the benefits of that.” ✈
