Arnaud Champenois, SVP global brand and marketing at Belmond, recognizes the luxury travel industry is changing. Certain trends are challenging the market. Namely, increased customer expectation, social media as both a discovery platform and a direct communication channel, and a more diverse competitive pool.
To combat the latter, Belmond has encouraged its customer facing teams to maintain what other brands have been too scared to reveal: individual colleague's personalities. For Arnaud Champenois, it's another way of creating a "unique experience" for guests.
This interview is part of our Retargeting Retail series, powered by Criteo.
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