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Customer relations IN THE TOURISM SECTOR 1. THE CUSTOMERS? 2. COMPETE IN TOURISM SECTOR Customer relations IN THE TOURISM SECTOR 1. THE CUSTOMERS? 2. COMPETE IN TOURISM SECTOR 3. BUILD CUSTOMER RELATIONS 4. BUILD CUSTOMER LOYALTY

CONTENT I Customer relations in tourism sector 1. THE CUSTOMERS IN TOURISM SECTOR 1. CONTENT I Customer relations in tourism sector 1. THE CUSTOMERS IN TOURISM SECTOR 1. 2. 3. 4. 5. Who are your clients / customers? Why do you need to know your customers? How can you increase customer satisfaction? What are your customers needs and wants? What do you really sell to your guests / clients?

Question Think about Important Tools How to learn more: Tourism market article Watch video Question Think about Important Tools How to learn more: Tourism market article Watch video Read segmentation Info-graphic List of icons you will find in this presentation Slide share

1. Who are your clients / customers? To understand their needs and wants, you 1. Who are your clients / customers? To understand their needs and wants, you must know them!

how to: Know your customer ü Demographics: Age, Sex, ü ü ü Income, Marital how to: Know your customer ü Demographics: Age, Sex, ü ü ü Income, Marital Status, Location, family status? Interests: Books they like to read, what TV shows they watch, their favorite food, their past times/hobby? Emotional drive: What gets them excited, what they value in life, and why? Travel preferences: Who they travel with, where they travel, why they travel, where did they travel before? Find out their needs & wants

learn more: How to find out who are your clients / customers? How to learn more: How to find out who are your clients / customers? How to profile your ideal customer? http: //tourismeschool. com/ideal-customer-profile-persona/

question: How to differentiate your customers? Depending upon the motives and the way of question: How to differentiate your customers? Depending upon the motives and the way of touring, there are various classes of tourists: ü Tourists Travelling with ü ü ü ü Families Single Tourists Groups of Tourists Visiting Friends and Relatives Business Tourists Incentive Tourists Health Tourists Etc. . Who is your target group? Why would they come to you?

learn more: What are the steps to customer profiling? https: //youtu. be/Q 1 Zv. learn more: What are the steps to customer profiling? https: //youtu. be/Q 1 Zv. Pj. Bc. Yic 14. 46 min learn more: Tourism market segmentation http: //www. slideshare. net/reymarieoohlala/tourism-market-segmentation

How you see your clients determines your behavior and your success in sales. Love How you see your clients determines your behavior and your success in sales. Love your clients and they will love you back!

2. Why do you need to know your customers? To satisfy their needs and 2. Why do you need to know your customers? To satisfy their needs and wants!

What are the benefits of having satisfied clients? - Good reputation/branding - More sales/income/profit What are the benefits of having satisfied clients? - Good reputation/branding - More sales/income/profit - Motivated employees - Less problems/stress - Sustainable business Satisfied clients = Better business

More motivated you are = your clients are more satisfied Are you: -Happy at More motivated you are = your clients are more satisfied Are you: -Happy at work? -Smiling at your clients? -Listening to your cliens? -Asking for their needs? Satisfied employees = Satisfied clients

survey: Gallup - 12 Elements of Great Managing ü 22% higher 12 Elements of survey: Gallup - 12 Elements of Great Managing ü 22% higher 12 Elements of Great Managing = Inspiring top performance in employees ü ü profitability 21% higher productivity 10% higher customer metrics 37% less absenteeism Up to 65% less turnover

learn more: Gallup Q 12's Employee Engagement Findings https: //goo. gl/8 BGz. SY learn more: Gallup Q 12's Employee Engagement Findings https: //goo. gl/8 BGz. SY

read article: Why happy employees equals happy customers? Happy Employees = Happy Customers https: read article: Why happy employees equals happy customers? Happy Employees = Happy Customers https: //goo. gl/y. Xav 7 e

learn more: 5 Steps To Improve Customer Satisfaction https: //youtu. be/XK 3 c. Ncuvu. learn more: 5 Steps To Improve Customer Satisfaction https: //youtu. be/XK 3 c. Ncuvu. Ms 3. 2 min learn more: Customer Service Vs. Customer Experience https: //youtu. be/b. L_D-qyva 0 c 15. 21 min

What is the No. 1 industry in the world? Tourism is the largest industry What is the No. 1 industry in the world? Tourism is the largest industry in the world? So, where is the biggest competition in the world?

survey: Tourism Competitiveness Index 2015 Highest competition Lowest competition survey: Tourism Competitiveness Index 2015 Highest competition Lowest competition

learn more: Whitepaper: Top hotel industry trends in 2016 https: //goo. gl/PUf. Ajs learn more: Whitepaper: Top hotel industry trends in 2016 https: //goo. gl/PUf. Ajs

3. How can you increase customer satisfaction? Motivate your employees! 3. How can you increase customer satisfaction? Motivate your employees!

learn more: Happy Employees Lead to Happy Customers Info-graphic https: //goo. gl/p. W 23 learn more: Happy Employees Lead to Happy Customers Info-graphic https: //goo. gl/p. W 23 ED

2 Types of motivation: (1) Extrinsic motivation (money) (2) Intrinsic motivation (inspiration) What can 2 Types of motivation: (1) Extrinsic motivation (money) (2) Intrinsic motivation (inspiration) What can you do to make your business more competitive? WORK ON EMPLOYEE MOTIVATION

learn more: Why you must increase employee motivation? https: //goo. gl/Nemd. YS Happy Employees learn more: Why you must increase employee motivation? https: //goo. gl/Nemd. YS Happy Employees = Happy Guests learn more: How to motivate your employees? https: //youtu. be/Z 46 DHK 1 d. MVU 4. 06 min

question: Why do you love your job? Think about: What motivates you to work question: Why do you love your job? Think about: What motivates you to work in tourism? Think about: What un-motivates you to work in tourism? Think about: What do you like, what don’t you like? Important: To love your clients, you must love your job!

question: What motivates you? • • Lots of fun Opportunities Profitable Usefull contacts Travel question: What motivates you? • • Lots of fun Opportunities Profitable Usefull contacts Travel Money Communication Working with people Think about: What do you like, what don’t you like? Important: To love your customers, you must love your job!

question: What un-motivates you? • • Long hours Depressive work Low season Negative clients question: What un-motivates you? • • Long hours Depressive work Low season Negative clients Iregular working hours Inadequate pay Responsibility Stress Important: To love your customers, you must love your job!

learn more: How to motivate your employees? https: //youtu. be/_Giuys. Fb-i. Y 3. 16 learn more: How to motivate your employees? https: //youtu. be/_Giuys. Fb-i. Y 3. 16 min learn more: The Surprising Truth About What Motivates Us https: //youtu. be/Kg. Gh. SOAt. Ay. Q 10. 47 min

“People buy from people they love!” - Harvey Mackay “People buy from people they love!” - Harvey Mackay

More you know about their needs = Better the service 4. What are your More you know about their needs = Better the service 4. What are your clients / guests needs and wands?

Why do you need to know your customers? More you know about them = Why do you need to know your customers? More you know about them = Better the relationship

tool: Use Survay. Monkey travel and hotel Surveys https: //www. surveymonkey. com/mp/travel-survey Available surveys: tool: Use Survay. Monkey travel and hotel Surveys https: //www. surveymonkey. com/mp/travel-survey Available surveys: ü ü ü Client experience Guest stay Loyalty programs Tour evaluation. Tourist feedback Packages and promotions Use it to build loyal customer base

tool: Use Survay. Monkey travel and hotel Surveys https: //www. surveymonkey. com/mp/take-a-tour/ What can tool: Use Survay. Monkey travel and hotel Surveys https: //www. surveymonkey. com/mp/take-a-tour/ What can you do?

learn more: The Complete Guide To Customer Expectations https: //goo. gl/cfy 2 DQ Find learn more: The Complete Guide To Customer Expectations https: //goo. gl/cfy 2 DQ Find out your clients needs and wants learn more: MANAGING A CUSTOMER’S EXPECTATIONS IN TOURISM https: //goo. gl/A 8 l. Dxi Customer tourists’ expectations

learn more: Why do people buy tourism industry services? https: //youtu. be/FQIoi 9 kr. learn more: Why do people buy tourism industry services? https: //youtu. be/FQIoi 9 kr. Zd. A 2. 4 min

What are customers really buying from you? 5. What do you really sell to What are customers really buying from you? 5. What do you really sell to your guests / clients?

question: What is your standard service offer? ü ü ü ü Clean room Sound question: What is your standard service offer? ü ü ü ü Clean room Sound insulation Window covered Pleasant temperature Comfortable bed Scented clean sheets TV, remote, cable Coat hangers Fluffy clean towels Very clean bathroom Warm water, shower Toilet and tissue paper Soaps, shampoos HOTEL example What can your guests expect from you? How to meet expectations?

learn more: Why you must know your products & services? Product knowledge is a learn more: Why you must know your products & services? Product knowledge is a competitive advantage https: //goo. gl/b. Cxiw. S

FEATURES Important: People buy of service benefits Features tell, benefits sell! Solve the PROBLEM FEATURES Important: People buy of service benefits Features tell, benefits sell! Solve the PROBLEM BENEFITS from solution Why do people buy services or products?

question: What is your basic service offer? Important: People buy benefits – not features question: What is your basic service offer? Important: People buy benefits – not features - What are the FEATURES of your service/product? - What PROBLEMS are solved by these features? - What are the BENEFITS from these solutions?

YOUR SERVICE / PRODUCT Feature of your offer Hotel is close to the beach YOUR SERVICE / PRODUCT Feature of your offer Hotel is close to the beach Problem solved by feature Long walk to the beach, sweating Indoor swimming pool Swimming on rainy weather Conference / meeting room Problem to organize conference / meeting Benefit for the guest Enjoy the beach more and for longer time Enjoy the vacation on rainy days Don't have to worry about conference logistics Why should the guest buy service or product?

tool: YOUR SERVICE / PRODUCT Create your own Feature-Problem-Benefit list Feature of your offer tool: YOUR SERVICE / PRODUCT Create your own Feature-Problem-Benefit list Feature of your offer Problem solved by feature Benefit for the guest

learn more: Start with why by Simon Sinek https: //youtu. be/Wb 8 Kp. Hq. learn more: Start with why by Simon Sinek https: //youtu. be/Wb 8 Kp. Hq. U 5 tg 3. 39 min learn more: Features vs. benefits https: //goo. gl/Ks. B 7 RG

1 Thank you! Customer relations for the tourism sector Contact information CUSTOMER RELATIONS FOR 1 Thank you! Customer relations for the tourism sector Contact information CUSTOMER RELATIONS FOR FEMALE ENTREPRENEURSE FROM THE TOURISM SECTOR