Marco Passoni’s Post

Delivering a dedicated and tailored service for customers is a central pillar of the travel retail market. The modern Chinese traveller is a customer who - like all others - expects service which speaks to their personal, cultural demands and needs. So we, at 2.0 & Partners, are please to announce the launch of our Chinese Client Excellence, a new dedicated training programme, focused on these returning consumers. This new course, an extension of our popular CXM service, underlines the importance of delivering a tailored service, based on dedicated insights, for the modern travelling shopper. It is also an exciting extension and expansion in our landmark tenth year of 2.0 & Partners, as we join our partners in building towards a brighter and more bespoke future. You can find out more details here: https://lnkd.in/dH9a2Njt #ChineseTravellers #CustomerExperience #ChineseClientExcellence

The Key to Shifting from 4P to 4E in Retail We’ve been hearing a lot of talk about experiential retail. People are setting up amazing workshops around it, but why aren’t we hearing enough about how crucial it is to empower frontlines to deliver a captivating experience? Especially in luxury, as the retail market shifts from the traditional 4P model (Product, Price, Place, Promotion) to the more modern 4E approach (Experience, Exclusivity, Engagement, Emotion), frontline sales staff are not just key to this transformation—they are paramount! These staff members interact directly with customers, shaping memorable experiences by being knowledgeable, attentive, and enthusiastic. They help foster a sense of exclusivity by recognising loyal customers and offering personalised services, making customers feel like part of an exclusive community. Engaged sales staff naturally drive customer engagement by creating meaningful, two-way conversations that enhance loyalty and ensure customers feel valued. They can also tap into customers' emotions by sharing compelling stories about the brand's heritage and craftsmanship, making the luxury retail experience more emotionally engaging. Empowering frontline sales staff isn’t just about improving service; it’s about transforming the entire retail experience to meet the evolving demands of the modern market, making them essential for delivering the unique experiences and connections that today’s consumers desire. #4Pto4E #EmpowerFrontlines #ExperientialLuxury #TravelRetail

The H1 #luxury financial results brought much discussion of the slowdown in the market and developments in locations such as Japan - but do these comparisons give a true image of the sector today? With some brands operating a wholesale mode, while others deliver direct-to-customer sales, a straight comparison is not a true refelction of performance or consumer demand. In this week's blog I am outlining the pitfalls of comparing apples and oranges if we want a true understanding of what our shoppers want. 🍎 🍊 Read more here: https://lnkd.in/ekVifist #FinancialResults #DTC #Wholesale #ApplesAndOranges

Yesterday, I wrote a post on how price remains a fundamental pillar in travel retail. However, I realise that, to fully understand the context, it is necessary to clarify the differences between price point and price position. #TravelRetail #PricingStrategy #TaxFreeShopping #ValuePerception

In the travel retail sector, price remains one of the fundamental pillars for success. Shoppers still expect a clear price advantage when they make purchases at airports, and their opinion is what truly counts. In a market that is increasingly competitive, maintaining attractive pricing isn’t just an option – it’s a necessity. But price doesn’t stand alone; it works hand in hand with experience and exclusivity. Rather than being in opposition, these elements complement each other. Offering a compelling price point, paired with unique, exclusive products and an unforgettable in-store experience, is what elevates the travel retail offer. To win in travel retail, we must embrace price as a key component – alongside the rich storytelling and premium experiences that draw travelers in. In this environment, understanding what matters most to our shoppers will always be the key to staying competitive and driving growth. 💰🛍️ #TravelRetail #PriceAdvantage #CustomerExperience #RetailExclusives #TravelShoppers

If we want to fully understand the level of service that the modern luxury consumer expects, then a look at the domestic market in Asia is a very good start. Leading malls such as Singapore's The Shoppes at Marina Bay Sands, Ginza Six in Tokyo or Hong Kong's Pacific Place, all demonstrate the levels of service and attention which the modern shopper needs. What sets these locations apart, and what makes a true difference for consumers in the modern market are: 💡 Personal Service - an experience which feels dedicated to the individual consumer 💡 Unique experiences for VIPs - make sure your top 1% feel like they really matter (They do!) 💡 A focus on experience - products do not sell themselves anymore, in fact they haven't for years, shoppers want a moment and a lifestyle. This is what sets the great apart from the good, and - in the long run - the successful apart from the surviving. Read more: https://lnkd.in/en3TtegJ #LuxuryExperience #ShopperExperience #GettingItRight

The taste of the Real Downton Abbey is coming to travel retail! 🍸 We at 2.0 & Partners are proud to be working alongside Adam von Gootkin and the team at Highclere Castle Gin to bring this exquisite brand to travelling shoppers. As the most awarded premium gin, and crafted from botanicals on the historic Highclere Castle estate - known to audiences as the setting of Donwton Abbey - this product speaks directly to the demand for storytelling, heritage and luxury which we are seeing in the market today. A very exciting launch for us all. More details here: https://lnkd.in/eTN8--H2 #PremiumSpirits #TravelRetail #HighclereCastle

Tax-free shopping revenues are on the rise, driven by the return of Chinese shoppers - but the UK Government is still persisting with its damaging Tourist Tax and so the economy will not benefit. Surely this madness cannot continue? #TouristTax #DutyFree #Madness The Moodie Davitt Report Mark Lane

Does the luxury sector pay proper attention to its top 1% of customers? Known by titles ranging from Very Important Clients (VICs) to High-Net-Worth Individuals (HNWIs), or Elite Clients, these consumers collectively possess a net worth of $57 trillion – greater than the combined GDPs of the US and China. Accounting for up to 40% of a luxury business’s revenue, they provide a stabilising force for the sector against economic uncertainties, and they are trendsetters and brand ambassadors. In return, they demand ultra-personalised service that acknowledges their individuality while providing global recognition. Their desire for immediate gratification means they expect exclusive products and services without delay. Getting this right is what I call The Art of Clienteling, and in this week's blog, I look at why this is so important. You can read it here: https://lnkd.in/eQcnSG4N #LuxuryConsumers #VIPs #Experience

Gelato Brands, Knock Knock... Is Anyone Home? In the dynamic and ever-evolving world of travel retail, innovation is key to capturing the attention of an increasingly demanding and diverse audience. Yet, there’s one segment that seems to have been left behind: gelaterias. Surprisingly, this market is almost entirely dominated by a single brand that has, to its credit, established itself as the undisputed leader. But the question arises: why hasn’t any other gelato brand stepped forward to seize this extraordinary opportunity? An Unchallenged Monopoly: Opportunity or Risk? Travel retail, by its nature, offers enormous visibility and a constant flow of potential customers from all over the world. However, in this sector, there seems to be an anomaly. Despite the high demand and global interest in gelato, only one brand has taken advantage of the market, creating what is almost a monopoly. Hats off to the brand that has built such a solid empire, but it’s fair to ask: where are the others? This monopoly might seem advantageous for the leader, but it represents a missed opportunity for the industry as a whole. The lack of competition stifles innovation, reduces variety, and limits consumer choices. Most importantly, it leaves vast potential for growth and development untouched for anyone bold enough to step forward. A New Gelato Concept: The Time is Now Imagine a gelato concept that doesn’t simply replicate what already exists, but completely reimagines the gelato experience for the modern traveler. Artisanal gelato, made with local and seasonal ingredients, served in an environment that reflects the uniqueness of the destination. A multisensory experience that not only satisfies the palate but creates memories tied to the journey. This new concept could include collaborations with renowned chefs, the use of innovative technologies for flavor personalization, or even integration with environmental sustainability, a theme increasingly important to today’s travelers. The possibilities are endless, and the market is ripe for them. Gelato Brands, Are You Awake? It’s time to ask: where are the other gelato brands? Why isn’t there more diversification and innovation in such a fertile sector? Companies need to seize this opportunity, not just to challenge the status quo, but to enrich the travel experience and offer consumers something new and exciting. Travel retail is ready for a change. Who will be the next to make their mark? The question isn’t just rhetorical; it’s a call to action. Opportunities won’t wait, and the market is ready to welcome new players. Gelato brands, wake up! #ArtisanalGelato #TravelRetailInnovation #GelatoExperience