UK residents made 13.4 million visits abroad in the 3 months to December 2015 compared with the same period a year earlier, that’s an increase of 10%. Expenditure on these visits also increased to £7.6 billion.
“As individuals from the baby boom era in the 1960’s reach their mature years, they have more time and money to travel and go on adventures around the world”. Says James Nightingale, CRM Lead at HSO Group. He continued, “The figures don’t lie. Now is a good time for the travel and tourism industry to shape up their systems so they can handle the extra business that is going to come their way”.
“It’s a resilient industry”, continues James, “and has adapted well over the years to changes and opportunities that have presented themselves. Exciting times in the digital marketplace means that mobile technology is and has fundamentally changed the way in which consumer’s research, purchase and share their experiences”. Over 90% of travel buying decisions are influenced to some degree online. Everyone has heard of TripAdvisor. James continued, “Think of how many people like to “check-in” at their location on Facebook, #hashtag their experiences on Twitter or upload their favourite memories onto Pinterest. The irony is that these things are taking place whether or not travel and tourism companies are aware of it and each of these services offers them an opportunity to advertise their business free of charge. It is the ability of companies to understand how to grasp these opportunities that will make a real difference".
The Travel & Tourism industry is continually embracing technology to woo its digitally-savvy customers. “Let’s chat” is even being used to talk to front desks before or during their stay. The next few years will see travellers requiring an increasingly personalised service, with companies able to suggest customised products based on their personal profiles, interests or current trends.
In a fast moving and social world, wouldn’t it be great to have fast and accurate access to:
- Passenger profiles
- Recency and frequency information
- Booking and reservation systems (via full integration)
- Net promoter scores
- Online surveys
- Social insights via LinkedIn, Facebook & Twitter
...and more all in one place?
For Responsive – Reactive – Real Time information at your fingertips at an affordable price with no investment in costly IT infrastructure. Find out about how Microsoft CRM Travel from HSO can provide superior levels of service and productivity, create engaging guest experiences, and accelerate innovation and future growth while managing operational requirements.