Food for thought
“Travellers are very savvy now and know what’s hot and what’s not. It’s our moment of opportunity to determine how we can do things better, by listening to customers, and challenge ourselves to deliver a better customer experience.”
That was OTG Founder and Chief Executive Rick Blatstein’s rallying call in a compelling presentation outlining some of the company’s transformative (in more than one sense) concepts.
OTG Founder and Chief Executive Rick Blatstein shares his views in a presentation and Q&A with Martin Moodie
Excellent tech-enabled customer experiences and hospitality – combining both the physical and the digital – are required, according to Blatstein.
Another issue is catering to all needs and times of travel. He noted that one third of passengers “will leave the airport during breakfast hours – so what will we do to make sure we give them a great breakfast?”
Some of OTG’s concepts can undergo a full transformation from morning to afternoon, meaning two separate concepts can reside in the same physical space, which “doubles the footprint”.
“Our vision is to be shape-shifting, to give customers excitement because a happy customer will spend more," he said. “We create dynamic spaces to create the experience and we have a lot of Instagramable moments; the excitement is shared on social media.”
Experience is everything for happy customers, who create happy retailers
“Our vision is to be shape-shifting, to give customers excitement because a happy customer will spend more” – Rick Blatstein
Seeing the light: It’s important not to be left in the dark when it comes to the hospitality opportunity, both digital and physical
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