Has multichannel marketing made customer engagement easier for Tour Operators?

Author: Lisanne Wiendels The toughest challenge organizations face in Customer Engagement Management nowadays is multichannel management. Multichannel management refers to the organizations ability to interact with its customers through multiple channels which can be both direct and indirect. These direct and indirect channels are used to sell goods and services to customers (SAS,2015). The channels …

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Tour operators – creating a complete customer profile

Author: Lisanne Wiendels One of the key elements of Customer Engagement Management is building customer knowledge. In order to build customer knowledge a Tour Operator needs a customer knowledge strategy, proper customer data management and use techniques such as segmentation and selection analysis and a retention and cross-sell analysis. When all this is put in …

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Tour Operators and empathy with customers

Author: Lisanne Wiendels According to Oxford dictionaries (2015), the definition of empathy, is the ability to understand and share the feelings of another person. Understanding what a customer feels and thinks is of great importance to a Tour Operator and should be an integrated part of the Customer Engagement Strategy. Building a relationship with a …

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Tour Operators and the importance of creating brand personality

Author: Lisanne Wiendels: Customers are at the center of every organisation and also play an important role in the creation of a Customer Engagement Strategy. Without customers Tour Operators would not exist, this is why a good Customer Engagement Strategy is essential and vital to their success. In order for potential prospects to become a client …

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