Consumer needs

Opinions: 

Travel Tech

So far, technologies have not been used to great extent by the majority of tourism businesses around the world. Digital technology and tools such as social media, mobile and personalisation have not been used enough in travel especially to improve the overall tourism experience. Nonetheless, there are still major opportunities for tourism businesses that want to leverage digital in order to improve the overall experience consumers have in the destination. In the following 7 ways will be explained how travel brands can build customer loyalty (Wise Marketer 2013).

CUSTOMER EXPERIENCE

Customer experiences are at the core of tourism and tourism businesses need to consider how the experience can be enhanced with the help of technology at ever stage of travel, before, during and after a holiday. Through social media an additional stage was added, the Dream stage in which consumers are looking at images and other stimulating content on social media. Marketers need to figure out where travellers are in the travel process and what tools are used in that stage in order to optimise content and follow consumers across their consumer journey across the marketing funnel from being unaware all the way to booking and becoming an advocate.

ANCILLARY SALES

Ancillary sales are playing an increasingly important role in tourism due to low margins and price pressure in the industry. Again, for tourism businesses aiming to increase their ancillary sales, it is most important to understand where in the consumer journey a consumer is most open towards ancillary sales. The tourism business can then target a consumer specifically by testing timing and ensuring a personal approach is taken, personalising ancillary offers.

PERSONALISATION

Personalising experiences and understanding where consumers are in the travel process and journey is essential. The personalisation approach needs to respond to the way in which a consumer is actually researching and planning travel and content should be provided that is personalised and fitting to the consumer’s current stage in the travel process. Personalised experiences even after a trip can also boost loyalty and hence boost brand awareness if consumers are telling their friends and family about the brand.

RELEVANT EXPERIENCES

Search experiences also need to be personalised through understanding the search behaviour. Search results need to cater to the search enquiry to avoid dissatisfaction.

RATINGS AND REVIEWS

Undoubtedly, ratings and reviews are essential in tourism and most tourism businesses are well aware of that. Trustworthy reviews and ratings are key, making it necessary to present independent reviews on the website of a tourism business. In each stage of the marketing funnel, reviews will affect the traveller’s decision. Therefore, businesses need to make sure that reviews are placed in the best way on the website.

SOCIAL EXPERIENCE

Consumers are moving away from general reviews towards a more social experience seeking advice from friends and family in travel. Facebook is used for inspiration whereas Twitter is mainly used as customer support when issues need to be resolved. For tourism businesses it is essential to ensure a good response rate and time along with using social media to engage and identify loyal consumers and continuing the conversation with them online even after a holiday.

MOBILE

Mobile is also another great way for travel brands to trigger loyalty. Mobile devices are used at any time of the travel process, making it necessary for tourism businesses to understand what content is being viewed by consumers on their mobile devices and then respond with suitable, personalised content even on mobile. Improving the mobile experience is essential in order for consumers to return back to the website and for the tourism business to stay relevant with regards to content for mobile.

All individual areas of digital need to be optimised in delivering a great user experience to be relevant at different stages of the travel cycle in order for consumers to return and move through the marketing funnel. Businesses need to tap into the opportunities arising from the travel purchasing cycle to continue building customer loyalty.

Discussion

comments powered by Disqus

More from #DTTT

  • In May we present:
    Meet…Kevin Wright from Travel Oregon

    In a world of always-on content, information overload and the ever-changing digital consumer, how do you stand out from the competition and most importantly, reach your audience? Kevin Wright, Vice President of Global Marketing for Travel Oregon will be joining us at #DTTTCampus in June to talk about Reflecting on the Role of Content to […]

  • designing signature experiences
    In May we present:
    Meet…Gloria Loree from Destination Canada

    We caught up with Gloria from Destination Canada ahead of #DTTTCampus to get a sneak peek into what we can expect from her talk on Designing Signature Experiences to Build Brand and Narrative.

    #brand experiences #destination canada #brand narrative #brand stories
  • In May we present:
    Meet…Daniel Bury VR Filmmaker

    Daniel Bury is one of the youngest & most up and coming creators in the world of VR film-making, travelling the world to create immersive experiences through unique 360 and VR storytelling.

    #VR experiences #virtual reality experiences #daniel bury #filmmaker #dtttcampus #virtual reality #Vr
  • In May we present:
    5 Reasons Why to Visit #DTTTCampus 2019

    In short, #DTTTCampus is a full exploration into the destination experience, with valuable insights on navigating the digital landscape and the ever-changing consumer behaviour of travellers today.

    #dttt campus #keynote speakers #workshops #destination experience #oslo #destination marketing #Visit Oslo
  • influencer experiences
    In May we present:
    Meet…Paul Kubalek – Digital Media Manager at Saalbach Hinterglemm

    Paul will be joining us at #DTTTCampus alongside a panel of other DMOs to talk about working with influencers, the story behind the ‘Storybase’ campaign and the kind of results they’ve seen since this campaign began.

    #influencer experiences #storybase #influencer marketing #influencer
  • In May we present:
    Meet…the digital team of VisitOSLO

    This year’s #DTTTCampus is just over a month away and we’re getting excited to mingle with the industry’s best DMO experts in Oslo. As our host city, we wanted to catch up with VisitOSLO’s digital team; Widar Pastoor, Creative Project Manager and Kjersti Stensrud, Editor and Content Manager.

    #oslo #dtttcampus ##VisitOslo #AR #augmented reality #technology
Show more
-->
© 2017 Digital Tourism Think Tank

Digital Tourism Think Tank logo imge