ITALY. Travel retail boutique agency 2.0 & Partners has signed a three-year contract with SEA Group to provide its Customer Experience Management (CXM) services at Milan Malpensa and Linate airports.
The two-part CXM programme encompasses both 2.0 & Partners’ Strategic Mystery Shopping and Retail Academy 2.0 services.
Strategic Mystery Shopping provides detailed data and insights into the passenger experience at the airport, sourced from specialist analysts chosen to match the demographics of the airport’s travellers.
This data is then used to craft a training programme through Retail Academy 2.0, which is tailored to the needs of the airport and supports staff in taking service to the next level for consumers.
2.0 & Partners Head of Customer Experience Italy Erika Giannini said: “The experience of shoppers is the most important aspect of the travel market and delivering that properly relies on creating the right support for frontline staff.
“This is a landmark moment for 2.0 & Partners and it highlights a growing trend of airports embracing the idea that delivering bespoke retail training is vital for unleashing the full potential of travel retail.
“We are excited to be working alongside our valued partners at SEA Group to ensure that the experience of every travelling shopper in a Milan airport is the very best it can be.”
2.0 & Partners CEO Fabio Bernardini commented: “We are delighted to add SEA Group to our partners who are committed to taking the service for travellers around the world to the next level.
“This partnership is the latest stage in an exciting period of growth for our company as we mark a decade in this industry. We are very pleased to be working with our partners to create special moments for travelling shoppers.” ✈
