ITALY. Bologna Guglielmo Marconi Airport has extended its partnership with 2.0 & Partners to provide staff with the necessary support and insights for enhancing customer experience at the Italian airport. The travel retail boutique agency will now deliver its complete suite of Customer eXperience Management services, including its Retail Academy 2.0 training programme.
2.0 & Partners Customer eXperience Management service comprises two parts tailored to the travel retail ecosystem. The first is Strategic Mystery Shopping.
In this, mystery shopping teams – selected to mirror the airport’s passenger mix – walk in the shoes of travellers and deliver in-depth and actionable insights on how to elevate customer experience at the airport.
Retail Academy 2.0 aims to empower airport staff, assisting them to take customer service to the next level. Training sessions are held both in-person and online, supported by a dedicated mobile application, focusing on areas of improvement identified in the Strategic Mystery Shopping reports.
2.0 & Partners Head of Customer Experience Italy Erika Giannini said: “Airport shop staff are our frontline and the most valuable asset in delivering the truly world-class retail experience which shoppers in this market expect.
“In this regard, delivering training based on the right data has never been more important. We are delighted to be working with the team at Bologna Guglielmo Marconi Airport to support 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, so that both they and your shoppers can reap the benefits.” ✈
