Personal aviation was as soon as the last word standing image, reserved just for the ultra-elite. However at the moment’s panorama has shifted dramatically, pushed by the expertise economic system and the evolving calls for of recent luxurious customers.
On this episode of The Velocity of Tradition, Matt Britton talks with Kristen Lauria, chief advertising and marketing officer at Wheels Up, about redefining non-public aviation by accessibility, innovation, and customer-centric methods.
Kristen discusses the democratization of luxurious journey, strategic partnerships with Delta, and the crucial position of experiences in participating at the moment’s discerning vacationers. As luxurious journey turns into an attainable aspiration, companies should rethink not simply what they provide, however how they have interaction and join with their clients.
With a dynamic profession spanning roles at IBM and Cigna, Kristen makes a speciality of pivoting manufacturers in periods of great business transformation. Her ardour for innovation, buyer expertise, and model evolution positions Wheels As much as redefine luxurious journey for at the moment’s discerning client.
Please be aware this episode was recorded in January 2025 throughout CES.
Episode highlights:
[00:46] Luxurious for the Remainder of Us (Type Of) — Suppose flying non-public is only for billionaires? Suppose once more. Kristen explains how Wheels Up blends business and personal journey, opening the sky to extra vacationers. By creatively reimagining accessibility, Wheels Up is shaking up the posh aviation class, and capturing a complete new market.
[04:33] Assembly Prospects on Their Turf — Wheels Up engages potential clients proper the place their passions lie—at unique occasions just like the Cayman Cookout and the Tremendous Bowl. Kristen highlights that connecting authentically in environments the place customers already collect creates deeper relationships and drives conversion. Manufacturers ought to strategically place themselves inside clients’ existence slightly than pulling them out of it.
[07:25] Why Delta + Wheels Up Adjustments Every thing — Kristen particulars the partnership between Wheels Up and Delta, seamlessly linking non-public and business aviation experiences. Shared loyalty applications, built-in journey choices, and mixed perks supply unmatched flexibility for frequent vacationers. Good partnerships aren’t simply additive, they’ll utterly redefine your model’s worth proposition.
[08:54] Buying and selling Up within the Air — To remain forward, Wheels Up upgraded their fleet to glossy, fashionable jets just like the Phenom 300 and Challenger 300. Kristen highlights that operational excellence isn’t simply back-end enterprise, it’s model constructing. Investing in effectivity and reliability turns operational strikes into aggressive benefits clients really feel.
[12:12] Seamless Omnichannel Isn’t Optionally available — Shoppers at the moment anticipate frictionless experiences throughout digital, cellphone, and face-to-face interactions. Kristen emphasizes Wheels Up’s obsession with crafting genuinely seamless journeys, from reserving to boarding. Manufacturers should ditch fragmented interactions and prioritize experiences that genuinely save time and elevate buyer satisfaction.
