“Maslow's pyramid is broken. Due to Covid, our push towards self-fulfilment has come to a halt and we’re back to talking about safety. Today people are afraid to fly, and it would be wrong to encourage them to do so exactly as they used to. What we can do is stand by them, transforming our frequent traveller programmes into a true relationship strategy: a “travel companion” who is by your side at every moment of your life.”

“We’ve launched Flee, a new mobility service that we’re sure will help revolutionise the industry. Today, users' budgets are still "blocked" by the concept of vehicle ownership, whereas we believe in the idea of a fluid mobility that fits in with the user's usage occasions. The price for using a vehicle will have to get closer and closer to the concept of subscription, with a flexible model that varies according to real daily needs. In the community, driving behaviour and the inclination to green considerations will be levers that will give greater value to virtuous users.”

"In the world of food delivery everything happens in 30 minutes thousands of times an hour. For us, therefore, having an efficient customer service is fundamental and represents the deepest form of loyalty because it allows us to solve any problems quickly, nourishing the trust built over time. Loyalty cannot be an end in itself, it must be used to listen and pay attention to our stakeholders: riders, consumers and restaurants."

"Choosing a "full electric" vehicle is a matter of adopting a stance. Those who have already chosen one and who use one every day entrust us with the responsibility of guaranteeing their daily mobility in a new and connected ecosystem. On the one hand, we can count on the patience of users who forgive us the mistakes of our youth. On the other, we must meet the expectations and needs of users who are used to a form of mobility that’s been refined in over 100 years of evolution. We “only have to” listen to what our customers tell us every day."

“Loyalty has always been seen as a transaction: I give you something to get something of value in return. Today the focus has shifted to service: "I like what you do and, if I can choose, I’ll choose you". But to engage 10 million customers you need to know how to use data and how to do it transparently. We must learn to know our customers so well that we can intercept and anticipate their needs.”