On Experience

Colin Nagy, a marketing strategist, writes this opinion column for Skift on hospitality and business travel. On Experience dissects customer-centric experiences and innovation across the luxury sector, hotels, aviation, and beyond. He also covers the convergence of conservation and hospitality.

A flight attendant holding a miniature Delft Blue house., which business class travelers on KLM flights receive.
Airlines

The Business Case for Soul

While most airlines chase operational efficiency and cost-cutting, carriers like KLM, Finnair, Fiji Airways, and Air Tahihi Nui are winning customer loyalty through a strong national identity and cultural touches that create emotional bonds.
Colin Nagy |