reinvent your travel business embracing smart solution
TRANSCRIPT
Travel SolutionCustomer Experience 2.0
Home Near the Store Waiting Area Booking Desk Not Booked
After Tour On Tour Before Travel Booked
Customer Journey
• Attract & Engage customer• Short attention time-span of the potential customer for print ads
Travel Company’s Concerns:
• Inability to connect with the customer right when he is consuming the advt• High costs of printing in various mediums with limited shelf life• Cannot effectively gauge customer’s interest in the content that is being consumed
Impact:
How to engage with customerswhile at home?
“AR- Enable” the print media to enhance customer
engagement
Solution:
Reward the customer for engaging with the print
media advt.
Get analytics of potential customers engaging with
print media ads
How to engage with customerswhile at home?
Solution:
Increase the time-span of engagement with print
media ads and hence drive higher ROI
AR Campaigns across print and digital media to drive
towards “Integrated Marketing Communication”
How to engage with customerswhile at home?
Home Near the Store Waiting Area Booking Desk Not Booked
After Tour On Tour Before Travel Booked
Customer Journey
• Invite customer to visit the store• Connecting potential customer to visit / revisit
• Inability to connect with the customer when he is near the store location• Loosing potential business from the customer, who did not book earlier
Impact:
How to reach potential customerspassing by store?
Travel Company’s Concerns:
Solution:
How to reach potential customerspassing by store?
Intelligent re-targeting using customer’s preferences by “Knowing Your Customer”
Target customers near stores with attractive and relevant
offers/deals
Home Near the Store Waiting Area Booking Desk Not Booked
After Tour On Tour Before Travel Booked
Customer Journey
• Customers wait upto 20 minutes in the waiting area• Potential customer is not being attended• Losing valuable opportunity to engage with the customer
• We fail to capitalize on an opportunity to “WOW” the customer• We do not have information about the customer’s profile and interests
Impact:
How to engage with customersin the waiting area ?
Travel Company’s Concerns:
The “Boring waiting area” transforms into an
“Experience Center”
Solution:
How to engage with customersin the waiting area ?
Collect valuable customer data and augment this with data present in current system
Make your brochures come to LIFE by enabling AR
One of a kind – immersive experience on Google
Cardboard.
Home Near the Store Waiting Area Booking Desk Not Booked
After Tour On Tour Before Travel Booked
Customer Journey
• Data not being leveraged completely to manage customer account• Better way to manage sales follow ups• Promote customer to download app
• Customer is not engaged with travelers after booking the travel• Customer does not realize additional value from travelers
Impact:
Delight customer on booking desk and post booking process
Travel Company’s Concerns:
Solution:
Ask customer to download app to get more information
about the tour / schedule
Send Alert / SMS / Status update to customer during and post booking process
Delight customer on booking desk and post booking process
Home Near the Store Waiting Area Booking Desk Not Booked
After Tour On Tour Before Travel Booked
Customer Journey
• Data not being leveraged completely to provide value to the customer• Not in touch with customer on-tour except when problems arise
• Customer gets disconnected from Travel Company• Lack of immediate assistance from Travel Company in case of any
difficulty may question on overall services
Impact:
How to keep connected with customer before and during the Tour?
Travel Company’s Concerns:
On-Board the customer and help prepare for the travel by leveraging existing data
and delivery through a mobile platform
Solution:
Keep customers aware of upcoming payments that need to be made before
travel
Customer is always connected with travelers through the entire tour
How to keep connected with customer before and during the Tour?
Home Near the Store Waiting Area Booking Desk Not Booked
After Tour On Tour Before Travel Booked
Customer Journey
• Cannot leverage a unified customer profile based on all interaction points to re-target the customer
• Lose opportunity to intelligently re-target existing customers• Cannot leverage mobile as a platform to increase social footprint and hence
drive interest in the brand
Impact:
How to increase repeat/referral business from existing customers ?
Travel Company’s Concerns:
How to increase repeat/referral business from existing customers ?
Intelligent re-targeting using customer’s preferences by “Knowing Your Customer”
Solution:
Engaging customers on social platforms to increase social-
footprint
Target customers with attractive offers/deals and
win repeat business
Thank You!