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The unlikely strategy ensuring Belmond’s guests enjoy unique, personal travel experiences

Arnaud Champenois

To maintain a competitive edge, Belmond is empowering both its trained and untrained staff to deliver the best possible experiences for customers.

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 more diverse competition.

To combat the latter, Belmond has encouraged its customer-facing teams to maintain what other brands have been too scared to reveal: their 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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