10 Secrets to succeeding in the Travel sector with the rise of the digital and connected customer.
Keynote given at the 2014 International Resort Congress, Turkey
5. CUSTOMERS
EXPECT
A
SEEMLESS
EXPERIENCE
ACROSS
THE
LIFECYCLE
âInvertâ
the
customer
lifecycle
so
that
you
understand
it
from
what
the
customer
experiences
and
not
what
you
want
to
deliver
2
7. ENGAGE
YOUR
CUSTOMERS
ON
SOCIAL
MEDIA
The
Digital
customer
is
part
of
the
sharing
economy.
You
need
to
be
part
of
that
conversation
and
it
begins
with
listening.
3
11. ACCEPT
THAT
DISRUPTED
TOURISM
IS
ALREADY
HERE
Look
for
disruptive
opportunities
outside
your
core
business
to
extend
yourself
along
the
customer
journey
4
16. SUCCESS
IS
CHOOSING
THE
RIGHT
DIGITAL
PARTNER
Find
a
partner
with
a
strong
digital
vision
and
one
that
will
help
you
be
brilliant
in
your
area
of
focus
6
19. FOCUS
ON
VALUE
NOT
JUST
ON
PRICE
Digital
customers
looks
for
value
not
always
price.
Think
about
how
you
package,
how
you
cross-Ââsell,
upsell
and
how
you
reward.
7
24. Thomas
Cook
Was
sind
die
nÀchsten
Schritte?
Virtuelle
RealitÀt!
25. GET
TO
GRIPS
WITH
THE
TECHNOLOGY
For
your
customers
and
your
employees,
Mobility,
and
the
technology
that
supports
it,
is
a
hygiene
factor.
Are
you
ready?
9
27. BE
PART
OF
THE
SHARING
ECONOMY
Your
customers
are
always
online,
always
connected,
consuming,
creating
and
sharing
content
and
opinion.
Are
you?
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