报告预览

INMOMENT：2023年旅游业报告-顾客驱动型差异化策略（英文版）（11页）.pdf

编号：140083

PDF PPTX 11页 315.10KB 下载积分：VIP专享

下载报告请您先登录！

INMOMENT：2023年旅游业报告-顾客驱动型差异化策略（英文版）（11页）.pdf

1、Travel&Tourism:5 Tactics for Customer-Driven DifferentiationE B O O KIf there is any industry that relies on positive customer experiences to succeed,its travel and tourism.Unlike day-to-day transactions like grocery shopping,dropping off a car for repair,or paying a mobile phone bill,when people ar

2、e traveling,they expect a great experienceWhen people are traveling,they expect a great experience.An excellent customer experience has always been a focus for many organizations,but what has evolved over time is how companies measure that experience.It used to be that customer feedback was shared t

3、hrough suggestion boxes on the reception counter,but the rise of social media and re-view websites changed the way the hospitality industry listens to the voice of customer.Now,guests arent just telling you what they thought of your hoteltheyre telling the world.In response,companies must evolve the

4、ir approach to not just listen to customers directly through surveys,but to include other indirect data sources so they can gain a holistic picture of the customer experience,and then take action to increase loyalty and grow the business!If an airline,agency,hotel,or resort wants to differentiate fr

5、om the competition by optimizing their customer experience,there are several tactics which they must employ throughout each touchpoint:Personalized Packages&Offerings Tailored Membership ProgramsTargeted Marketing Outreach1235Optimized Approach to Customer Data4Empowered&Engaged StaffPersonalization

6、 is a major trend in the CX industry,and for good reason.When companies put in the effort to tailor every element to a customers preference,that customer feels valued.This is an equation for customer satisfaction that the travel and tourism industries can easily utilize by paying attention to specif

7、ic details in a hotel suite or offering specialized beverage products in a flight.Personalized Packages&OfferingsF I R S T T A C T I CMembership programs are a sure way to encourage customers to schedule another visit or book another flight.These programs can serve as a great way to increase brand l

8、oyalty and convert cus-tomers into advocatesand its also a great way to get more customer feedback.One global leader in casino-entertainment offers a loyalty program that keeps track of member activities such as dining or show attendance.Once recorded,an activity triggers a specified set of survey q

9、uestions to be sent out to the customer,who is then invited to leave feedback on the expe-rience.This program then functions as both a loyalty tool and as a data collection method.Tailored Membership ProgramsS E C O N D T A C T I CIn order to develop a targeted campaign and accurate-ly reach a custo

10、mer,companies must first have a clear and defined picture of their customers identity.This is the primary function of customer experience,and with functions like customer listening and advanced analytics,businesses can be sure that they are getting insight into what really matters to their customers

11、.Once a clear,uni-fied voice of customer is defined,marketing campaigns can be optimized for a targeted audience.Targeted Marketing OutreachT H I R D T A C T I CEmpowering staff means providing them with the right insights,but it also means mak-ing it easy for them to impress customers and resolve t

12、heir issues.If employees need to jump through a series of hoops in order to get approval from vari-ous managers and higher ups,they can feel like resolving an issue may be more trouble than its worth.By giving employees the ability to use their best judgement and resolve issues,you are giving them t

13、he tools to do their best.With InMoments Case Management solution in our industry leading CX platform,the XI Platform,employees receive real-time,intelligent alerts via push notifications,SMS,and email,which empower them to effectively manage,assign,track,prioritize,and remedy individual incidents a

14、nd widespread occurrences within the XI Platform or their CRM of choice.You can learn more about Case Management here!Empowered&Engaged StaffF O U R T H T A C T I CData capture helps to lay the foundation for a successful CX program and,ultimately,for positive customer experiences.However,if done in

15、 the wrong way,data capture can have the opposite effect and cause survey fatigue and irritation in your customers.This makes it even more imperative to reach out to customers at the right times and in the right way.One proven way to approach customers successfully is by using opt-in programs target

16、ed at specific customer groups to collect data about customers.This way,customers are choosing to offer feedback and any further contact will be expected and welcome.This enables companies to utilize direct customer research,like surveys and interviews.Additionally,brands need to look to other data

17、sources,such as social media,online reviews,and beyond to get a more actionable view of the customer experience.Learn more about modernized customer listening here!Optimized Approach to Customer DataF I F T H T A C T I CAs organizations in the industry gain a better understanding of their customers

18、and the behaviors and needs that define them,they are better poised to de-velop targeted experiencesand to give staff the training and tools needed to empathize and respond to different types of customers to keep them coming back to your business again and again!Contact UsNORTH AMERICA+1 385 695 280

19、0 APAC+61(2)8397 8131UK&IRELAND+44 121 296 5245GERMANY+49(0)40 369 833 0Improving experiences is why InMoment exists.Our mission is to help our clients improve experiences at the intersection of valuewhere customer,employee,and business needs come together.The heart of what we do is connect our clie

20、nts with what matters most through a unique combination of data,technology,and human expertise.With our hyper-modern technology platform,decades of domain authority,and global teams of experts,we uniquely deliver a focus on Experience Improvement(XI)to help our clients own the moments that matter.Take a moment and learn more 2021,InMoment,Inc|DM-02594-01-NA

友情提示

1、下载报告失败解决办法
2、PDF文件下载后，可能会被浏览器默认打开，此种情况可以点击浏览器菜单，保存网页到桌面，就可以正常下载了。
3、本站不支持迅雷下载，请使用电脑自带的IE浏览器，或者360浏览器、谷歌浏览器下载即可。
4、本站报告下载后的文档和图纸-无水印,预览文档经过压缩，下载后原文更清晰。

本文（INMOMENT：2023年旅游业报告-顾客驱动型差异化策略（英文版）（11页）.pdf）为本站（Kelly Street）主动上传，三个皮匠报告文库仅提供信息存储空间，仅对用户上传内容的表现方式做保护处理，对上载内容本身不做任何修改或编辑。若此文所含内容侵犯了您的版权或隐私，请立即通知三个皮匠报告文库（点击联系客服），我们立即给予删除！

温馨提示：如果因为网速或其他原因下载失败请重新下载，重复下载不扣分。

上海品茶

INMOMENT：2023年旅游业报告-顾客驱动型差异化策略（英文版）（11页）.pdf

INMOMENT：2023年旅游业报告-顾客驱动型差异化策略（英文版）（11页）.pdf

INMOMENT：2023年旅游业报告-顾客驱动型差异化策略（英文版）（11页）.pdf